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Crossroads Care Staffordshire Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 5 December 2019

About the service

Crossroads Care Staffordshire is a domiciliary care agency providing personal to 65 people at the time of the inspection. They support both adults and children with a range of needs which may include physical disabilities and dementia and provide respite services for carers.

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 providers systems with regards to staff recruitment were not always robust. Risks to people were assessed but not consistently managed. People received their medication, however medicine management systems required strengthening. We have made a recommendation about this. Despite this, people told us they felt safe and there were enough staff to meet people’s needs. People were safeguarded from potential abuse and lessons were learned when things had gone wrong.

The providers governance systems were not robust and had not identified areas for improvement. For example, audits had not identified issues with medication and mental capacity assessments (MCA). However, the provider worked in partnership with others and there was a positive culture within the service.

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; however, the policies and systems in the service did not support this practice.

People’s needs were assessed, and staff received enough training to enable them to do their job effectively. People were happy with the way they were supported with eating and drinking, and staff worked with other agencies when necessary.

The provider worked in partnership with another agency around end of life care and support. However, not everyone had their wishes and preferences recorded. We have made a recommendation about this. The service was meeting people’s communication needs and complaints had been investigated and responded to.

People were supported by caring staff who knew them well. People were supported to express their views and be involved in making decisions about their care. Staff respected and promoted people’s privacy and independence.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 12 April 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

Inspection areas


Requires improvement

Updated 5 December 2019

The service was not always safe.

Details are in our safe findings below.



Updated 5 December 2019

The service was effective.

Details are in our effective findings below.



Updated 5 December 2019

The service was caring.

Details are in our caring findings below.



Updated 5 December 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 5 December 2019

The service was not always well-led.

Details are in our well-led findings below.