You are here

Crossroads Care Hertfordshire North Good

Inspection Summary


Overall summary & rating

Good

Updated 21 September 2016

This inspection was carried out on 30 August 2016 and was announced. At their last inspection on 30 January 2014 they were found to be meeting all the standards we inspected. At this inspection we found that they had continued to meet the regulations.

Crossroads Care Hertfordshire North is a domiciliary care agency. It offers a respite break service for carers by providing care and support to family members in their own home. At this inspection 54 people were being supported by the service.

The service has a manager who was registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People were positive about the standard of care and support they received. Care and support plans gave staff clear information on how to support people safely. Individual risks were assessed and reviewed. Staff were given guidance on how to work safely and provided with a handbook which included the provider’s policies and values.

Staff were recruited through a robust recruitment process and received the appropriate training for their role. Staff told us they felt equipped and supported in their role. People told us there were enough staff to ensure that their visits were on time and not missed. There were plans in place to develop the staff team to ensure that any visits that needed to be covered would be done so more easily. The management team were also developing champions in key areas such as dementia care and dignity.

People were involved in planning their care and were given choices. Staff ensured they had people’s consent before providing support or care and worked in accordance with the Mental Capacity Act 2005.

People were asked for their views and their complaints were responded to appropriately. People, their relatives, staff and professionals were positive about how the service was run and the leadership shown by the management team.

Inspection areas

Safe

Good

Updated 21 September 2016

The service was safe.

People felt safe when supported by the service.

Individual risks were assessed and staff were familiar with them.

People were supported by sufficient numbers of staff who knew how to raise any concerns.

People’s medicines were managed safely.

Effective

Good

Updated 21 September 2016

The service was effective.

People were supported by staff who were trained and supported for their role.

People had their consent to care and support obtained.

People were supported to eat and drink where needed.

People were supported to liaise with health and social care professionals.

Caring

Good

Updated 21 September 2016

The service was caring.

People were treated with kindness and respect.

People had their dignity and privacy promoted.

People were involved in planning their care and support.

Responsive

Good

Updated 21 September 2016

The service was responsive.

People were happy with the care and support they received.

Care and support plans gave staff clear information about people’s needs.

People knew how to make a complaint and they were listened to.

Well-led

Good

Updated 21 September 2016

The service was well led.

People, their relatives and staff felt the service was well run.

There were systems in place to monitor the quality of the service.

The values of the provider were shared through the management team, office staff and the support staff.