Archived: Crossroads Together Greater Manchester

Updated 12 July 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector.

Service and service type

Crossroads Care Greater Manchester is a domiciliary care agency. It provides personal care to people living in their own homes. Not everyone using Crossroads Care Greater Manchester received a regulated activity; the Care Quality Commission (CQC) only inspects the service being received by people provided with 'personal care', for example, tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection, 27 people were receiving personal care.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection visit because we needed to be sure that staff would be in the office to support the inspection. We visited the office location on 21 and 30 May to meet with the registered manager and management team; and to review records connected with the management of the service. On 22 May 2019 we visited four households where support workers were supporting people and their relatives.

What we did

We reviewed information we had received about the service since the last inspection. This included details about incidents the provider must notify us about, such as abuse; and we sought feedback from the local authority. We assessed the information we require providers to send us at least once annually, which is called a provider information return (PIR), to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection we spoke with two people who used the service, a relative and three parents of children with complex needs. We also spoke with the registered manager, the registered manager of a nearby service of the provider's, the trainer for the organisation, two co-ordinators and three support workers.

We looked at the care plans and risk assessments for four people and children we visited, three staff recruitment files, the training matrix for all staff and a range of records relating to the management of the service.

Updated 12 July 2019

About the service

Crossroads Care Greater Manchester provides care and support to adults and children living in their own homes in the Bury area only.

People’s experience of using this service

People who used the service, parents and a relative spoke positively about their experiences and the quality of care and support offered. We were told that staff were kind and respectful and were aware of the individual needs, risks and wishes of people. They told us that support workers had enough time to perform tasks and would spend time listening to what they had to say.

People told us that they were supported by staff who knew them well. People were supported by small consistent staff teams. When taking on new staff the service ensured appropriate checks were carried out to check candidates’ suitability to work with vulnerable people. Ongoing training provided staff with up to date knowledge and understanding of their care and support responsibilities.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests.

People were given opportunities to provide feedback on the quality of their support and given the opportunity to comment on the service they received. There were processes in place to monitor the safety and quality of the service.

There was evidence of management and oversight of the service. Audits and checks were completed to monitor and review the service. Records showed that any themes or patterns were explored; where improvements had been identified, the management team shared any ‘lessons learnt’ across the organisation to help improve practice.

Rating at last inspection:

At the last inspection the service was rated Good (25 November 2016).

At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns.

Why we inspected:

This was a planned inspection based on the rating at the last inspection

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit in accordance with our re-inspection programme.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk