Archived: Medway Crossroads

We found that improvements had been made since our last inspection and the service had put a system in place, which was monitored, to ensure that people's care needs were reviewed regularly.

We looked at staff records and saw that there were appropriate processes in place to ensure that there was a fair and transparent recruitment process; and that the service completed relevant employment checks before staff were able to start work.

There was a complaints procedure in place which people were made aware of and were able to follow if they wanted to raise concerns with the service.

We looked at care records and staff records and other records relating to the service. We saw that they were updated when required and kept securely.

Another person said " I am 100% happy with the carers and I am very involved in the care planning process on behalf of my relative who receives the service."

We observed telephone conversations within the office where staff answered the phone promptly and spoke to the caller in a polite and courteous way. One carer told us that the staff in the office were very polite and helpful.

However we also found that that peoples needs were not always be fully met because care plans are not regularly updated. We also found that the quality assurance system that was in place did not ensure that there were action plans in place that clearly identified what actions were required and who was to complete them and when by.