The Care Quality Commission
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Archived: Crossroads Care Central and East Gloucestershire - Cirencester Branch

Overall: Good read more about inspection ratings

1 The Mews, Cricklade Street, Cirencester, Gloucestershire, GL7 1HY (01285) 650168

Provided and run by:
Crossroads Care Gloucestershire Limited

Important: The provider of this service changed. See old profile

All Inspections

22 October 2015

During a routine inspection

This inspection took place on 22 October 2015 and was announced. The Cirencester branch of Crossroads Care provides a domiciliary care services which provides regular short breaks to carers/relatives who care for a person with physical needs or memory loss . Crossroads Care is part of the Carers Trust. The Carers Trust works to improve, support, services and recognition for anyone living with the challenges of caring. At the time of our inspection there were 37 people and their carers using this service.

The service had a registered manager. 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 and associated Regulations about how the service is run.

Due to the nature of the service, we spoke with people’s main carers (people’s relatives); throughout the report we will refer to people’s main carer as carers. Staff employed by Crossroads Care were called Care Support Workers.

Everyone we spoke with was complimentary about the service. People spoke highly about the care support workers and valued having regular care support workers which enabled them to build caring relationships. People and their carers spoke positively about the registered manager and care manager of the service.

There was a positive caring culture, promoted by the registered manager, care manager and chief executive officer. Care support workers were passionate about providing high quality personalised care and support. They spoke positively about people their preferences and their carers. Care support workers felt supported by the registered manager, describing them as approachable and supportive both personally and professionally.

Care support workers were knowledgeable about the people and carers they supported. They had access to development opportunities to improve their skills. Care support workers received specific training where it was required to support individual needs and had access to effective supervision (one to one meetings with their manager).

People's needs were assessed and where any risks were identified, management plans were in place. People were supported in a way that recognised their rights to take risks. People's care and support was personalised to their needs.

The service was responsive to people's changing needs. Care support workers identified when people’s needs had changed and made referrals to healthcare professionals where necessary. Carers spoke positively about the responsiveness and flexibility of the service.

People and their carers view on the service were continuously sought. The registered manager made every effort to ensure people and their carer’s views mattered. People and their carers felt the management was approachable.

Quality assurance systems were in place to enable the service to identify areas for improvement. The registered manager was supported by a chief executive officer who answered to a board of Trustees. The service ensured people and their carers had the information they needed.

The organisation was looking at creative and innovative ways to improve the amount and quality of support people and their carers could receive. This included community events aimed to support people who wanted more support.

9 January 2014

During a routine inspection

The Cirencester Crossroads Care agency supported carers who were looking after and caring for a member of their family or a friend. The agency's aim was to support those carers in that role by providing carer support workers.

Decisions made about the support provided not only benefitted the person who was cared for but also the carer. Consent in respect of service delivery arrangements was therefore generally provided by the carers however where possible, the agreement of the cared for person was obtained.

People received the care and support they needed because their needs, choices and preferences were taken into account in the assessment and care planning processes. Carers we spoke with told us 'The service enables me to have a break and switch off for a period. They look after my wife wonderfully', 'The service is very well organised and my 'girl' does the things that I need. Very helpful' and 'They come to me twice a week as per the plan and allow me to get out. I cannot praise the staff enough'.

The carers and people who were cared for were protected from the risk of infection because appropriate guidance was followed.

Effective recruitment and selection processes for new staff were followed and ensured that people were looked after by staff who had the appropriate qualities and skills.

The agency had not received any formal complaints in 2013. There was a formal complaints procedure if people who used the service needed to raise complaints.

19 March 2013

During a routine inspection

Cirencester Crossroads Care provided support to 'main carers' who were looking after a family member or a friend. At the time of our inspection the agency was supporting 50 people and their main carers, and employed eight care support workers.

People (main carers) who used Cirencester Crossroads Care were given appropriate information regarding the care and support they were provided with. People we spoke with told us that they were involved in making decisions about their care and support.

People told us that they had been given a copy of their care plan and a weekly timetable of support and generally received the same care support worker each week or the same care support workers were allocated.

People / main carers we spoke with said 'I know that my relative is safe when I go out leaving them with the carer', 'the carers are all very kind and friendly' and 'the carers all genuinely care for both of us'.

People who we spoke with told us 'the manager has been out to see us and asked us how things were going', "we are asked if we are satisfied with the service we receive" and "I have been telephoned and asked for feedback about the service I am provided with'.