Crossroads (Barnsley) Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 93 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider consistently placed people at the centre of their care and treatment. Staff worked in partnership with people and responded effectively to changes in their needs.

Care and treatment met people’s needs and reflected their individual preferences. Care plans detailed people’s routines, choices and communication needs, which enabled staff to deliver consistent, personalised care.

People and relatives told us staff involved them in decisions from the start of the service and throughout care delivery. People made day‑to‑day choices about how care was provided. One person told us staff were “led by me,” and relatives confirmed staff respected people’s decisions, including when personal care was declined. Continuity of care enabled staff to build trusting relationships and gain a strong understanding of people’s needs and preferences. People and relatives said this consistency improved confidence, independence and wellbeing.

Staff understood how people communicated and supported them in ways they could understand. Families spoke positively about the impact of staff involvement on people’s wellbeing and quality of life.

Staff demonstrated a strong commitment to person‑centred care by promoting independence, seeking consent and supporting people in line with their care plans. This ensured people retained choice, control and dignity.

The service supported people to live empowered, inclusive and fulfilling lives. The provider’s values were clearly embedded in practice, and leadership fostered a compassionate, innovative culture focused on achieving outstanding outcomes for people.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People were supported to access health and social care professionals when needed. Any advice or guidance was recorded in people’s care plans and was understood and followed by staff.

People and relatives told us staff consistency helped staff know people well and understand their individual preferences, routines and behaviours. Relatives described how this continuity contributed to improved health outcomes, including reduced reliance on medication, improvements in behaviour and emotional wellbeing, and increased confidence and independence.

The provider worked flexibly with people and families to ensure care adapted to changing needs and choices. People told us staff fitted support around what they wanted to do and were led by their preferences.

The provider demonstrated an understanding of local community needs and worked in partnership with community organisations and services to reduce social isolation and support inclusion. This helped ensure care was not delivered in isolation but was connected to broader community support, contributing to continuity and positive outcomes for people over time.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Detailed communication needs assessments were undertaken on admission to the service and reviewed regularly, with plans co-produced alongside individuals, families, and professionals. A wide range of accessible formats was used to remove communication barriers including large print, easy-read documents, audio, braille, makaton, picture symbols and assistive technology. Where necessary the service involved speech and language therapists or sensory support services. Relatives said they were kept informed through regular communication, including phone calls, the use of apps on mobile phones, and written summary reports showing visit times and basic care details. One staff member said, “We use a person-centred care approach, so the service user feels valued and respected which builds trust and bond to an effective communication to meet people’s needs. By using active listening, understanding non-verbal cues, and adapting communication to individual people’s preferences and abilities.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People felt genuinely listened to and involved, with staff adapting care, communication, and opportunities in response to people’s views, leading to improved confidence, safety, independence, and life outcomes. Relatives told us staff actively listened to them and clearly valued their knowledge of their loved ones. Staff worked in partnership with families to develop detailed guidance and consistently followed this in practice. Families told us staff respected their views and used their information to shape care. This highly personalised approach led to reduced medication use and improved wellbeing, and showed the service placed people and families at the centre of care delivery.

Staff showed strong practice in listening to and involving people by consistently seeking their views, responding to what mattered to them, and adapting support to reflect individual preferences, communication needs, and goals. Staff took time to talk with people, explain care, offer choices, and seek consent, ensuring people remained involved in decisions about their care on an ongoing basis.

People told us the continuity of staff meant people felt confident expressing their wishes to carers who knew them well.

Staff demonstrated inclusive involvement for people with communication needs. For example, a relative of a non‑verbal person told us staff knew their family member well, understood how they communicated, and interacted in a calm and respectful way. This indicated staff listened through observation, familiarity, and consistent engagement, ensuring the person’s views and comfort were central to care delivery.

The service actively listened to people and involved them in shaping their lives beyond day‑to‑day care. Staff supported people to follow their interests and ambitions by accessing community activities, volunteering, training, and employment.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

People were supported to access treatment when needed, and families were informed and involved when appropriate. The service promoted equity of access by actively identifying and removing barriers that might prevent people from receiving care, support, or wider opportunities. Leaders and staff ensured services were accessible and flexible, enabling people to access support in their own homes and through community‑based provision.

The service widened access through inclusive projects such as a community café, drop-in hubs, health education sessions, volunteering opportunities, training, and employment pathways. These projects ensured people from different backgrounds, including those with complex needs or limited prior engagement, could access support in ways that suited their circumstances. This ensured people were not excluded from meaningful activity, skill development, or progression due to disability, communication needs, or previous barriers.

Staff adapted communication and support approaches to meet individual needs. Consistent staffing and strong relationships ensured people felt confident engaging with services and accessing support safely.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

People’s equality, diversity, and human rights were respected. The service’s vision and values centred around the people they supported. The service ensured people experienced consistent kindness, respect, and inclusion and achieved positive outcomes tailored to their individual circumstances, demonstrating equity in both experience and results.

The service promoted equity in experience and outcomes by delivering consistent, respectful, and person‑centred care to all people, including those with complex needs or communication barriers.

The service achieved equitable outcomes by supporting people to build confidence, wellbeing, and independence in ways that reflected their individual strengths and aspirations. People accessed community activities, volunteering, training, and employment with appropriate support.

The service had employed a number of staff from a wide range of cultural backgrounds, languages and perspectives. The registered manager said this diversity had strengthened their ability to meet the cultural, religious and communication needs of people using the service, including those with protected characteristics such as race, religion or language requirements.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People were involved with discussions about their future care, and this was recorded in their care plan.

Care plans were regularly reviewed and updated to reflect what people wanted to achieve and how staff could help them work towards these aims. Reviews involved people and their families, ensuring plans remained person led and responsive to changing needs.