Crossroads Home Care

People's experience of using this service: People were happy with the care provided and spoke positively about their experiences with staff. Staff were described as "nice, friendly and competent."

People were kept safe from avoidable harm and abuse and there were enough staff to safely meet people's care and support needs. People's needs were assessed and risks to people's safety were identified but risks associated with people's healthcare needs were not always recorded. We made a recommendation about the management of some risks.

Staff told us they felt well supported by the management team and received regular supervision and appraisals. Staff received appropriate training and were supported to undertake specialist training to meet people's needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff were trained in mental capacity legislation and understood their responsibilities. They gained consent before providing care and supported people to make their own decisions and choices.

Staff were respectful and built trusting relationships with people. They supported people to maintain their dignity and independence. Equality and diversity were respected and people were recognised as individuals. People were supported to access services and activities in the local community.

People were supported to access healthcare services in a timely manner. Staff were compassionate when providing end of life care and supported people to have pain-free, dignified deaths.

The registered manager had an open and honest approach and supported staff professionally and personally. They were keen to develop the service and worked with other organisations to develop services that benefitted the local community. The management team listened to people's feedback and responded to issues and concerns to continually improve the service. Governance processes were not always recorded and did not always identify or address shortfalls.