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

Reports


Inspection carried out on 18 June 2019

During a routine inspection

About the service

Crossroads Care (Oxford) is a domiciliary care agency providing personal care to people living in their own homes. At the time of the inspection 102 people were supported by the service. 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

People continued to receive safe care. One person commented: "I couldn’t feel safer in their company actually”. Measures to manage any risks assessed were appropriately put in place. People received medicines as prescribed and staff knew how to maintain good infection control.

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 supported to have a balanced diet and various professionals were regularly involved in people's care to ensure they received the right care and treatment. People received effective support from staff who were suitably trained and skilled.

People told us staff were caring and kind and provided compassionate care. People complimented the staff saying: "They are all absolutely marvellous” and “I have perfect carers”. Staff treated people with dignity and respect and people were supported to remain independent. There were processes in place to maintain people’s confidentiality.

People’s care plans were personalised to reflect people's personal preferences and choices. Staff knew people’s needs well. People were supported to maintain social relationships and other activities of their choice to reduce social isolation. People knew how to complain, and complaints were investigated and responded to appropriately.

People’s views were considered to improve the service. A number of methods were used to monitor the quality of the service people received. The management team had plans around continuous improvements and improving the standards.

The provider and registered manager ensured they met the regulatory responsibilities including requirement to display the rating and to return the Provider Information Return (PIR) to the Care Quality Commission.

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 21 December 2016).

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 carried out on 16 November 2016

During a routine inspection

We inspected Crossroads Care (Oxford) on 16 November 2016. Crossroads Care is registered to provide support and personal care to people living in their own homes. The support varies from shorter visits to around the clock care depending on people’s needs. Since our last inspection the provider had relocated their Oxford office to Marston. The service covers Oxford, Kidlington and Bicester area. At the time of this inspection 62 people were supported by the service.

There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they were safe. Staff had received training to make sure they knew how to recognise and report any concerns. Risks to people’s environment and well-being were assessed and recorded. Medication was managed well and people received their medicines as prescribed.

The provider followed safe recruitment procedures and staff received relevant training and supervision to ensure they were effective in their roles. There were sufficient staff to meet people’s needs and people received their care as planned. People were supported to access health services and meet their nutritional needs.

Staff and the registered manager had a good understanding of the Mental Capacity Act (MCA) and applied its principles in their daily work practices. People told us they felt involved in making decisions about the support they received.

People benefitted from caring relationships they were able to build with the staff and their dignity and privacy was respected. Feedback from people and their families reflected they felt staff were caring.

People had current care plans in place and their care records contained information on how to best support them. People told us they received support in a way they wanted. People had opportunities to attend support groups run by the provider to reduce social isolation. Crossroads Care had set up additional services such as access to emergency fund or food stock to support people with their changing needs and emergency circumstances.

The provider had a complaints procedure and people told us they knew how to make a complaint. The registered manager ensured people’s feedback was sought and acted on where required.

People felt the agency was well run and complimented the team. The team promoted an open and transparent culture. The provider used a range of quality assurance tools to continually improve the service.