Crossroads Together Greater Manchester

Updated 15 April 2022

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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. At the time of our inspection there was a registered manager in post.

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 14 March 2022 and ended on 22 March 2022. We visited the location’s office on 16 March 2022.

What we did before the inspection

We reviewed information we had received about the service. 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 (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with four people who used the service and eleven relatives about their experience of the care provided. We spoke with six members of staff, including the registered manager, the acting manager, two care coordinators, the locality administrator and two members of care staff.

We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at three 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

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 15 April 2022

About the service

Crossroads Together Greater Manchester is a specialist voluntary organisation providing practical and emotional support to carers who are supporting adults and children with care needs. Care workers visit people’s houses so the carer can have a break from their caring responsibilities.

The office is based in Bolton. At the time of the inspection there were 198 people using the service, 161 of whom were receiving personal care . 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 service had systems in place to help safeguard people from the risk of abuse. Risks were assessed, monitored and records updated as required. Medicines were managed safely and staff completed medicines training. Infection control and prevention measures were in place.

Staff files evidenced people were recruited safely. There were sufficient staff to ensure people’s needs were met effectively. Staff completed a thorough induction and were supported through an on-going training programme.

Thorough assessments of people’s needs were in place. Care plans were reviewed regularly to ensure people’s information remained current. People were supported, where required, with nutritional and hydration needs.

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 extremely positive about the way they were supported and how their dignity was respected. Support was provided for people to be as involved with their care and support as possible. People’s communication needs were recorded and adhered to. Many people were taken out to activities they enjoyed, as part of their support plan.

The provider promoted a positive, inclusive and person-centred culture. Quality performance was regularly monitored to help ensure high standards were maintained. Notifications about serious incidents were submitted to the CQC as required. Complaints were recorded and addressed in an appropriate and timely way.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

This service was registered with us on 14 May 2020 and this is the first inspection.

Why we inspected

This was a planned inspection to look at all five domains and to rate the service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.