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Crossroads Caring for Carers Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 21 May 2020

About the service

Crossroads Caring for Carers is a domiciliary care service which is registered to provide people with personal care in their own homes. On the day of our inspection there were 90 people using the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

There was a positive and empowering culture established within the service. This meant people were supported by exceptionally caring and attentive staff that knew them well and helped them to achieve their potential. People were encouraged to live as full a life as possible and supported to achieve the best possible outcomes. Staff had formed positive relationships with people they supported and looked for ways to make them feel valued. Care was person centred and delivered by committed and dedicated staff.

The leadership of the service was outstanding. Robust quality assurance systems had sustained continual development and improvement throughout the service resulting in positive outcomes for people. The registered manager, supported by their senior management team, had established a person-centred culture amongst the staff team, that consistently delivered high quality care. Staff and the management team were passionate and motivated about their roles and understood their responsibilities. They actively engaged and included people, their relatives and professionals in the ongoing design and delivery of their care and support.

Without exception feedback was complimentary about the caring, attentive nature and approach of the staff and management team. It was evident feedback was valued and used to further enhance people's experience of using the service.

People were safe using the service. There were established relationships of trust and support between staff which enabled people to stay safe. Staff were very sensitive to the challenges of people living in the community. They acted proactively when concerns were identified and supported people to protect themselves.

Since our last inspection, the service has grown from strength to strength. Clear leadership and effective management had led to a visibly person-centred culture that was embedded throughout the service. This consistently delivered high quality care and support achieving positive outcomes for people. This was underpinned by the provider's principles, values and expectations of staff which demonstrate the characteristics of an outstanding service.

The provider clearly demonstrated how they consistently met the characteristics of providing outstanding care. The registered manager and the staff team ensured people were at the heart of the service and received high quality person-centred care. Staff were clearly committed and compassionate, striving to provide outstanding care, with excellent outcomes at all times. People were treated with exceptional kindness, dignity and respect and received their care and support from a highly motivated and dedicated staff team.

People received highly effective care and support from a consistent staff team who knew them well and were well trained. People's rights to make their own decisions were protected. Staff worked well together for the benefit of people and were completely focused on meeting people’s individual personal, health and social care needs.

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; the policies and systems in the service supported this practice. When people were unable to make decisions about their care and support, the principles of the Mental Capacity Act (2005) were followed. There was evidence the service went the extra mile to ensure people were supported to make

Inspection areas

Safe

Good

Updated 21 May 2020

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 21 May 2020

The service was effective.

Details are in our effective findings below.

Caring

Outstanding

Updated 21 May 2020

The service was exceptionally caring.

Details are in our caring findings below.

Responsive

Outstanding

Updated 21 May 2020

The service was exceptionally Responsive.

Details are in our responsive findings below.

Well-led

Outstanding

Updated 21 May 2020

The service was exceptionally well-led.

Details are in our well-led findings below.