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Crossroads Care Hertfordshire North Good

Inspection Summary


Overall summary & rating

Good

Updated 25 July 2019

About the service

Crossroads Care Hertfordshire North is a registered charity providing practical support to family carers and those they support. In addition, they provide a domiciliary care service to people to assist with personal care.

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

People were positive with the care and support they received and felt safe. Staff knew how to keep people safe and how to report any concerns. There were enough staff to meet people’s needs. There were robust recruitment checks in place which were completed before new staff started work. People were assisted and prompted to take their medicines regularly. Staff completed medicine records when they administered people`s medicines. People were protected from the risk and spread of infection because staff used effective hygiene procedures and personal protective equipment.

People's consent was obtained before care was provided. 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. People were supported to maintain a healthy lifestyle and a varied and nutritious diet. People were assisted to access health care services and professionals when required.

People were positive about the service and in particular the staff who supported them. People told us that staff were kind, caring and respectful. People and their relatives told us the service helped them to achieve a better quality of life and improved outcomes for the carer and those being cared for. People were involved in planning their care. Staff respected people's privacy and maintained their dignity. Staff worked well as a team and shared a values-based ethos, enabling people and their loved ones to continue to live in their own homes with support.

People were aware of the providers complaint and concerns policy and also how to provide positive feedback. People were confident any feedback or concerns raised were addressed in a timely way and to their satisfaction People were encouraged to provide feedback about the service.

There were quality assurance processes in place which included various audits of all aspects of the service. The registered manager carried out audits to check the quality of the service. People, relatives and staff all felt supported and valued. The registered manager and team worked in partnership with other professionals and organisations to ensure good care outcomes for people.

The registered manger, chief executive office and the management team operated an open transparent and inclusive service. They were committed to improving the quality of people’s lives through continuous support, learning and improving. There was a clear focus on person centred care.

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 21 September 2016).

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.

Inspection areas

Safe

Good

Updated 25 July 2019

The service was safe.

Effective

Good

Updated 25 July 2019

The service was effective.

Caring

Good

Updated 25 July 2019

The service was caring.

Responsive

Good

Updated 25 July 2019

The service was responsive.

Well-led

Good

Updated 25 July 2019

The service was well-led.