Dudley Crossroads received a Good rating across all five key questions at this April 2016 announced inspection, with people and relatives reporting kind, reliable care and robust safeguarding and quality assurance processes. Minor gaps were noted in DoLS training for staff and the absence of a formal complaints log, both of which the provider committed to address.
Concerns (2)
minor
Record keeping
: “the provider had received a number of compliments about the quality of the service, but did not have a logging process to show when complaints were received, how they were dealt with”
minorStaff training: “whilst care staff had some knowledge about the MCA they were unable to explain the DoLS. Care staff told us they received training in the MCA but not in the DoLS.”
Strengths
· People felt safe and staff demonstrated good understanding of safeguarding procedures and risk assessments.
· Staff were described as kind, caring, compassionate and trustworthy by people and relatives.
· People were involved in their assessment and care planning process with regular reviews carried out.
· Sufficient staffing levels ensured punctual service delivery; carers confirmed staff always arrived on time.
· Robust quality assurance including spot checks, audits, home visits and questionnaires to gather people's views.
Quality-Statement breakdown (5)
safe: People felt safe and staff understood safeguarding, risk assessments, recruitment checks and medicines reminding.Good
effective: Staff had skills and knowledge to meet needs; MCA principles followed; consent sought; induction and ongoing training provided.Good
caring: Staff were kind, caring and compassionate; people's dignity, privacy and independence were respected.Good
responsive: People involved in assessment and care planning; complaints process in place though logging of complaints needed improvement.Good
well-led: Open culture; quality assurance audits and spot checks in place; views of people sought; accidents logged and analysed.Good
Dudley Crossroads, a small domiciliary sitting-service agency supporting three people, was rated Good across all five key questions at its June 2019 inspection, maintaining its previous 2017 rating. The only minor finding was that risk assessment documentation did not always reflect the detailed safety guidance staff demonstrated in practice.
Concerns (1)
minorRecord keeping: “this detail was not always evident in risk assessments which is needed to ensure staff have written guidance on safety measures. The registered manager told us they would update these.”
Strengths
· People received consistent care from longstanding staff, some supporting the same individuals for over 20 years, with no missed or late care calls.
· Staff were well-trained in safeguarding, infection control, moving and handling, equality and diversity, and MCA principles.
· Care was highly personalised, planned around both the individual and their family carer, with longer visit durations tailored to respite needs.
· Quality monitoring systems including audits, spot checks, competency assessments, and regular surveys were in place and reported to the board of Trustees.
· People and relatives expressed very high satisfaction; staff described the organisation as supportive and well-run with regular supervision and training.