Richmond upon Thames Crossroads Caring for Carers is a Good-rated domiciliary care agency serving 67 people, achieving an Outstanding rating for well-led due to its exceptional leadership, extensive community projects, and robust governance. No failure themes were identified; the service demonstrated consistent strengths across all five key questions with highly positive feedback from people, carers, and health professionals.
Strengths
· Exceptional leadership and open, positive organisational culture with clearly defined vision and values understood by all staff
· Highly comprehensive staff training including specialised clinical skills (PEG feeding, insulin, stoma care) and dementia support
· Strong community engagement through multiple projects: Dementia Cafés, Children's Saturday Club, Transition Project, Men Who Care, Dads Who Care
· Robust quality assurance systems with comprehensive performance indicators aligned to all five CQC key questions
· Seamless multi-agency working with extensive partnerships across statutory, voluntary and community organisations
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Staff support: induction, training, skills and experienceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringOutstanding
well-led: How the provider understands and acts on the duty of candourOutstanding
well-led: Managers and staff being clear about their roles; continuous learning and improving careOutstanding
well-led: Engaging and involving people using the service, the public and staff; working in partnership with othersOutstanding
Richmond upon Thames Crossroads Caring for Carers received a Good rating across all five key questions following an announced inspection in July 2014. The service demonstrated safe, person-centred care with strong leadership, robust governance, well-trained staff, and high satisfaction among people using the service and their relatives.
Strengths
· People felt safe and staff understood safeguarding procedures, with robust training in place including safeguarding, positive handling and challenging behaviour.
· Care plans were comprehensive, individually tailored, regularly reviewed and updated in response to changing needs.
· Staff were well-matched to individuals' needs including gender preferences, and specialist training (dementia, epilepsy, Parkinson's) was available.
· Regular supervision, monthly appraisals, and competency refresher meetings ensured staff were supported and up to date with good practice.
· Open door management culture with strong communication; people and relatives felt heard and confident raising concerns.
Richmond Upon Thames Crossroads Caring for Carers received a Good rating across all five key questions at its January 2017 inspection, reflecting a well-run domiciliary respite care service with strong person-centred values, comprehensive staff training, and effective governance. No regulatory breaches or significant failings were identified.
Strengths
· People and families reported feeling safe and expressed high satisfaction with staff quality and consistency
· Comprehensive induction and mandatory training based on the 15 Care Certificate standards, including specialist areas such as autism, Makaton and Gastrostomy feeding
· Regular supervision, one-to-one meetings and annual appraisals with staff development plans in place
· Individualised, person-centred care plans regularly reviewed and updated with input from people and their relatives
· Strong community engagement including a dementia café, Saturday Club for children, and 'Men that care' project