Crossroads Care Surrey

Updated 6 October 2023

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

This inspection was carried out by 2 inspectors.

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 type is different to many domiciliary care agencies because a lot of the people who use the service only have a visit once a week. This enables their family or close friends (who care for them) receive a break.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

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 20 July 2023 and ended on 09 August 2023. We visited the location’s office on 20 July 2023. We carried out telephone calls and sought feedback with relatives and staff between 21 July 2023 and 09 August 2023.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. 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 10 relatives about their experience of the service. We also spoke with 12 members of staff including the registered manager, senior management, office staff, senior care workers and care workers.

We reviewed a range of records. This included 9 people’s care records and multiple medication records. We looked at 5 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.

Updated 6 October 2023

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

About the service

Crossroads Care Surrey is a domiciliary care agency offering support with respite cover for carers who are close friends or relatives caring for people in their homes. This includes support with personal care and at the time of our inspection there were 169 people using the service.

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

Right Support: This unique service offers respite for family members who are unpaid carers. We saw evidence of this model of care ensuring people’s choice, control and independence was reached to the maximum possibility when staff were supporting people in the absence of their unpaid carer. 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.

Right Care: Staff all thoughtfully applied person-centred care. We saw evidence of how staff supported people respecting their privacy, promoting their dignity and ensuring they maintained their human rights.

Right Culture: The provider, registered manager, management team and staff all strove for an excellent level of care. Staff felt supported by management and the registered manager was supported by a large management team that all worked cohesively together to retain an outstanding level of care. People and their relatives were included in all decisions about their care and people lived empowered lives as a result of the support provided by Crossroads Care Surrey.

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 10 October 2017).

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding.

Follow up

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