Crossroads Care Surrey, a domiciliary respite care agency supporting 169 people, was rated Good across all five key questions at its October 2023 inspection. The service demonstrated strong person-centred care, robust safeguarding and risk management processes, and a positive, inclusive culture with effective leadership and partnership working.
Strengths
· Relatives consistently reported feeling confident in staff safety awareness and risk management, with one noting staff 'know all their risks and how they need to adapt things'.
· Strong continuity of care ensured through consistent staff allocation, with rotas reflecting efforts to match people with familiar care workers.
· Safe recruitment procedures including thorough interview processes, reference checks, and DBS checks were evidenced in staff files.
· Comprehensive and personalised care plans documented individual preferences, communication needs, end of life wishes, and risk assessments.
· Staff received specialist training aligned to The Care Certificate standards, including positive behaviour support.
Quality-Statement breakdown (21)
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: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
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
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 empoweringGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Working in partnership with othersGood
well-led: How the provider understands and acts on the duty of candour; Continuous learning and improving careGood