Richmond Upon Thames Crossroads Caring for Carers

Richmond upon Thames Crossroads Care is a domiciliary care agency providing personal care and support to 67 people living in their own homes at the time of the inspection.

31 out of 67 people using the service were 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.

Staff were very well-trained, supervised, and appraised. Everyone we contacted praised the excellent care that staff provided, which more than met their needs. People and their carers said staff spoke to them clearly, in a way and at a pace they could understand and took time to explain things to them. Carers said that in the case of people with dementia, staff patiently repeated information as many times as was required. Staff encouraged people to discuss their health needs and made sure these were passed on to other appropriate community-based health care professionals. The agency had a highly developed professionals' network that enabled seamless joined up working between services based on people's needs, wishes and best interests. This included transitioning to different services as people's needs changed. Staff protected people from nutrition and hydration risks, and people were encouraged to choose healthy and balanced diets that also met their likes, dislikes and preferences. People and their carers said their equality and diversity needs were met and they did not feel they discriminated against.

The agency had a culture that was open, positive and honest with transparent, excellent management and leadership. The organisational vision and values were clearly defined, understood by staff and followed. Areas of responsibility and accountability were identified, staff were more than happy to take responsibility on the ground and report any concerns they may have in a timely way. Service quality was under constant review and the agency strove to make changes to improve the care and support people received. This was in a way that best suited them. Audits were carried out and records kept up to date. The agency played a huge role in the community running and participating in many projects, through well-established working partnerships that promoted people's participation and reduced social isolation. Registration requirements were met.