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

Inspection Summary

Overall summary & rating


Updated 29 February 2020

About the service

Crossroads Care Kent is a charity organisation providing home and emergency respite care services for carers in Kent. They support family carers to have a break from caring for their loved ones. When needed, staff provided personal care for people in their own homes. The staff supported younger and older people with a wide range of different needs and conditions. The service also supported people at the end of their lives and in times of crisis. At the time of our inspection there were 32 people 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:

People and their relatives benefitted from a service which was well-led. The service was run and had developed around the needs of people, their relatives and staff. The registered manager and the management team were continually looking for ways to improve and develop the service. They had formed strong and stable working relationships with other key organisations within the local community and were trusted to assess and meet people's needs, including at short notice. The service had an open, caring, inclusive, person-centred culture where innovation was encouraged and supported. Staff told us they were able to use their knowledge to assist in developing the service as their ideas were welcomed and encouraged.

People received consistent care from longstanding staff many who had worked with them several years. People's care was arranged to provide a support service to enable the main family carer some respite. Staff told us they had time to spend with people and were able to build positive and trusting relationships with people and their carers. The service valued consistency and continuity by making sure the staff were well matched with carers and the people they cared for. People were supported to stay safe in their own homes. Any potential risks to people’s safety had been assessed and steps had been taken to keep any risks to a minimum.

People's needs were assessed before they received supported by the service. Each person had a care plan that reflected their preferences and routines. The arrangements for care and support were tailored to them to include longer duration and shorter frequency of visits by staff. This ensured the service was responding to people's needs in the way they needed.

Care plans held sufficient information to guide staff on how best to meet people's needs and they were regularly reviewed and updated. Staff encouraged and supported people to be as independent as possible. During the visits, staff followed people's usual care routines. They supported people with meaningful activities both within their homes and in the local community. Staff were recruited safely and all the required safety checks had been done. There were systems in place to maintain people's confidentiality.

People and relatives spoke very positively about the staff and the service they received. They told us staff were kind, caring and compassionate.

People were protected from the risk of abuse. Staff had received training and understood how to keep people safe. They told us they felt confident to raise any concerns they had about people's safety. People knew how to complain, and complaints were investigated and responded to appropriately.

People’s medicines were managed safely. Staff who supported people with their medicines had completed the required training and had access to medicines policies and best practice guidelines to support their practice. Staff had received infection control training and followed good practice to minimise the risk of infection being spread.

Staff were skilled and knowledgeable. They had received training that equipped them to fulfil their role and had opportunities to do further

Inspection areas



Updated 29 February 2020

The service was safe.

Details are in our safe findings below.



Updated 29 February 2020

The service was effective.

Details are in our effective findings below



Updated 29 February 2020

The service was caring.

Details are in our caring findings below.



Updated 29 February 2020

The service was responsive.

Details are in our responsive findings below.



Updated 29 February 2020

The service was well-led.

Details are in our well-Led findings below