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Archived: Crossroads Care Horsford

251 Holt Road, Horsford, Norwich, Norfolk, NR10 3EB (01603) 898900

Provided and run by:
Crossroads Care East Anglia Limited

Important: The provider of this service changed. See old profile

All Inspections

During a check to make sure that the improvements required had been made

We reviewed the safety of the premises following information we had received and copies of servicing records sent to us that ensured people using this service and staff working for this service had office facilities that were safely maintained.

12, 13 May 2014

During a routine inspection

We reviewed the evidence we had obtained during this inspection and used this to answer five key questions we always ask: Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well led?

This is a summary of our findings. If you would like to see the evidence supporting this summary please read the full report.

Is the service safe?

Care plans included appropriate risk assessments containing guidance for staff about how to minimise these risks. This enabled staff to offer a safe service in people's own homes.

People who used the service told us staff knew what they were doing, were competent and trained and offered a safe and supportive care.

We found examples showing that the premises and some equipment was not maintained effectively. This placed the safety of people working at and visiting the office at risk.

Recruitment procedures were thorough with all checks carried out to ensure staff were suitable to work with vulnerable people.

Is the service effective?

Family members we spoke with told us that they could not be without the service. We heard how staff were trained to meet specific needs to ensure they could deliver the care and support required effectively. This included for example, what to do about emergency medication to be given when an emergency arose.

Is the service caring?

Four family members spoken with told us that the service offered was caring. Various comments received said, 'They are always on time.' 'They communicate and understand correctly even though (person's name) has no speech.' 'They will do anything I ask them to do during their time.' 'They are always respectful, knock on the door before coming in and are caring and kind.' 'I could not do without them. They have helped me cope by giving me time to do other things.' Everyone we spoke with reassured us that the service was suitable and that they received a caring service.

A staff member we spoke with told us that their line manager was very caring to people receiving the service.

People were asked their views on the service on an annual basis. All comments were positive about the care and support provided. Compliments about the staff and their caring approach were noted.

Is the service responsive?

The service had looked at various methods to ensure the training required for staff could meet the specific needs for this type of domiciliary service.

Staff told us that whatever training was required it would be provided so that individual needs could be met. We heard about various training courses attended to ensure staff could respond to the specific needs such as autism, emergency medication and dementia.

Although no complaints had been received people told us that the office staff were quick to take calls and act on the requests made.

Is the service well led?

Staff we spoke with were complementary about the support provided by their line manager. We were told, 'Best boss I have ever had.' They said nothing was too much trouble and that they were supported to do the job required with regular meetings, one to one supervisions or contact by telephone.

Although there was some quality monitoring taking place this was not fully robust. For example, systems had not identified shortfalls in office safety or how training records were stored and recorded to prevent confusion.