Archived: Crossroads Care (Oxford)

We spoke with 15 people who used the service, three relatives of people and one advocate. Everyone we spoke with told us they were happy with the service. One person said "they are competent and caring". Another person said "I am very happy with the service". One relative said "really brilliant, reliable and helpful. They really do seem to care". We saw that the provider sought people's consent and permission before helping them.

We spoke with 10 care workers who told us that they enjoyed working with people. One said "I love it. Meeting knew people and getting to know and help them is brilliant". Another said "this is the best job in the world. I am well trained and supported to do my job".

People were safe from abuse and the risk of abuse because the provider had taken appropriate steps to ensure that care workers were appropriately trained. They also had appropriate systems in place to report and manage risks to people's safety.

Care workers were recruited appropriately. We saw that references were obtained and background checks conducted before care workers started work. We also saw that care workers undertook an induction programme of training and assessment prior to delivering care to people.

The provider monitored the quality of service it provided, listened to comments and complaints and dealt with accidents appropriately.

We found staff recruitment was robust and people were supported by appropriately qualified staff. Pre- employment checks were undertaken.

People were supported by experienced and skilled staff. One member of staff told us 'the induction was really good; I enjoyed the training and shadowing and felt well prepared'. One person we spoke with told us 'that staff all seem to be well trained'.

We found the service had quality assurance methods in place, which involved people, to make sure they maintained and enhanced the quality of the service they were providing.One person told us' they come and see me and check that I am happy with my care'.

People were aware of how to complain. People we spoke with had no complaints. One person told us 'I know who to complain to, I have no complaints'. Another person told us I have made comments and they are all dealt with '.

We found that records in the service were well maintained, secure and up to date. Service policies and procedures were clear and were being followed in practice.