Archived: Crossroads Together Ltd

Updated 21 February 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This was a comprehensive inspection which took place on 11 January 2018 and was announced. We gave the service 48 hours’ notice of the inspection visit because the location provides a domiciliary care service and we needed to be sure a registered manager would be available to facilitate the inspection.

The inspection was undertaken by two adult social care inspectors from the Care Quality Commission (CQC).

Prior to the inspection we looked at information we had about the service in the form of notifications, safeguarding concerns and whistle blowing information. We also received a provider information return (PIR) from the provider. This form asks the provider to give us some key information about what the service does well and any improvements they plan to make.

Before our inspection we contacted the relevant local authority commissioning teams and the local safeguarding teams. This was to gain their views on the care delivered by the service. We did not receive any negative comments about the service.

During the inspection we spoke with the two registered managers, who run the service jointly from the Bolton office. We also spoke with the quality and compliance officer, the deputy Chief Executive Officer and operations manager, the business support officer and ten members of care staff. We spoke face to face with seven people who used the service, and contacted a further 22 people by telephone following the inspection visit to gather their views. We also gained the views of two people via e mail. We spent time at the office and looked at ten care files, 12 staff personnel files, training records, staff supervision records, service user satisfaction surveys, meeting minutes and audits.

Updated 21 February 2018

Crossroads Together Ltd is a Carers Charity that helps support carers. They offer a variety of personal care and respite packages aimed at providing support for carers to help meet their individual and specific needs and those of the people they cared for. The Bolton office is the head office for services across Greater Manchester. At the time of the inspection there were 330 people being supported by the service.

The service was managed by two registered managers as two area offices had closed; therefore the whole of the Greater Manchester services were overseen from the one office location in Bolton.

Safeguarding and whistle blowing policies were in place and the service had a designated safeguarding lead person. Staff were knowledgeable about how to record and report any concerns.

There was a strict recruitment policy in place and checks were undertaken to help ensure people were protected from the risk of unsuitable staff. Staffing levels were continually assessed to ensure there were sufficient numbers

Staff had undertaken training in infection control and were issued with personal protective equipment to help minimise the risk of cross infection. Medicines were managed safely; staff had received training in medicines administration and had regular refresher courses and competency checks.

Staff had completed a thorough induction on commencing work at the service and training was on-going. Staff supervisions and observations of practice were undertaken regularly.

Care files included relevant information around health and well-being. Consent was obtained where required and the service was working within the legal requirements of the Mental Capacity Act (2005) (MCA).

All the people we spoke with were positive about their experience of the service. The care records demonstrated that people were involved with care planning and support.

There was appropriate information given out in the form of a customer information folder. The service endeavoured to be inclusive and supportive to everyone. All staff we spoke with were able to explain the importance of confidentiality, dignity and privacy. There were appropriate policies in place relating to these areas.

The service made efforts to ensure consistency of staff and people we spoke with felt the service was flexible. Care plans were person-centred and included relevant personal information. People were supported to take part in activities that they enjoyed in and out of the home.

There was a complaints policy in place which was outlined in the statement of purpose and the customer information folder.

People who used the service told us the managers and office staff were approachable and easy to get hold of when needed. Staff told us they received good support from management with regular supervisions and staff meetings.

Feedback was sought from people who used the service on a six to eight weekly basis. Audits and quality checks were undertaken to help ensure continual improvement of the service delivery. The service worked in partnership with other local groups.