Background to this inspection
Updated
24 January 2020
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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector and two assistant inspectors.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.
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. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 3 December 2019 and ended on 9 December 2019. We visited the office location on 5 December 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with nine people who used the service and four relatives about their experience of the care provided. We spoke with five members of staff including the registered manager, a learning and development advisor, a team leader, care support worker and end of life support worker.
We reviewed a range of records. This included three people’s care records and a medication record. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
24 January 2020
Crossroad East Midlands – Nottingham Office is a service providing personal care to people living in their own homes. It provides long term, short term, palliative and respite to people within the community. At the time of our inspection, the service support a total number of 344 people.
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
The care and support people received was safe. Staff had good knowledge of how to apply the provider’s safeguarding protocols. Risks management practices were safe and encouraged people to be as independent as possible. Medicines were managed well and people were protected from the risk of contracting or spreading infection.
Staff had the skills and experience they required to care for people effectively. They supported people to have consistent support with their health needs. Where required, they supported people to eat and drink well.
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.
Staff were kind and compassionate. They treated people with dignity and respect, and supported them to be involved in decisions about their care. The service promoted people’s independence and supported people to develop or maintain relevant skills where possible.
Care plans were comprehensive and provided guidance to staff on how to provide support which met people’s individual needs. Staff supported people to maintain relationships that were important to them. They supported people to access social and educational opportunities. The service responded to complaints they received in a timely manner.
Staff were supported to fulfil the responsibilities of their role. The registered manager maintained good oversight of the service. The provider had systems in place to monitor the quality of care people received.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 12 May 2017)
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.