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Crossroads in East Lancashire Good

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 31 March 2020

About the service

Crossroads in East Lancashire is a domiciliary care agency that is registered to provide personal care to people living in their own homes. 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. At the time of the inspection, 57 people were receiving personal care from the agency.

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

People told us they felt safe and staff were kind and caring. Staff understood how to protect people from harm or discrimination and had access to safeguarding adults’ procedures. There were sufficient numbers of staff deployed to meet people's needs and ensure their safety. Appropriate recruitment procedures ensured prospective staff were suitable to work for the service. The registered manager carried out risk assessments to enable people to retain their independence and receive care with minimum risk to themselves or others. People were protected from the risks associated with the spread of infection. People received their medicines safely and were supported to eat and drink in accordance with their care plan.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People’s needs were assessed prior to them using the service. The provider had arrangements for the induction of new staff and provided regular training updates for existing staff. Staff were supported by the management team. People were helped to access healthcare services, as appropriate.

People and their relatives told us staff were caring and always showed kindness, respect and compassion. People and where appropriate their relatives had been consulted about their care needs and had been involved in the care planning process. Staff respected people's privacy and dignity. Staff were motivated and demonstrated a clear commitment to providing dignified and compassionate support. People were supported and encouraged to continue hobbies and interests of their choice. People and their relatives had access to a clear complaints procedure.

The management team carried out a number of audits to check the quality and safety of the service. The registered manager provided clear leadership and took into account the views of people, their relatives and staff on the quality of care provided. The registered manager and staff used the feedback to make ongoing improvements to the service.

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 9 September 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



Updated 31 March 2020

The service was safe.

Details are in our safe findings below.



Updated 31 March 2020

The service was effective.

Details are in our effective findings below.



Updated 31 March 2020

The service was caring.

Details are in our caring findings below.



Updated 31 March 2020

The service was responsive.

Details are in our responsive findings below.



Updated 31 March 2020

The service was well-led.

Details are in our well-led findings below.