East Sussex, Brighton & Hove Crossroads Care

We were unable to speak with people using the service due to their health or communication needs. We spoke to parents and relatives who cared for people at home to gain feedback on the service.

Care was provided in a person centred way. Robust systems of reviewing and monitoring care provision and staffing ensured that people received effective care that met their current and changing needs.

The registered manager was in day to day charge of the service. Supported by a dedicated team of administration and care support staff. A high level of care meant peoples independence and welfare was supported. Respite visits enabled people's relatives/carers to have time to do things that were important to them, reassured that care was being provided that met the persons need. The service also provided 'Your Health Matters' visits, where they took over a person's care for a short time to enable their relative/carer to attend a health appointment.

Relatives/carers spoke positively about the care and support provided by Crossroads Care. Everyone spoke highly of the management and staff providing care and felt people were treated with kindness and respect. This in turn ensured they felt safe and well supported. The service worked closely with people's families and other healthcare professionals involved in people's care provision.

Relatives/carers told us, "He is safe in their care. He has had the same support worker over a year now and

when she hasn't been able to come, there has been cover from [staff name], who is equally competent. He wears a special hearing aid and has communication difficulties, which they have to manage. And they do this well."

Sufficient staff were available to ensure people's wellbeing and safety was protected. The registered manager and office staff were trained to provide care and were able to carry out visits in the event of a member of care support staff going off sick or in an emergency.

A robust recruitment and selection process was also in place. Staff completed a full induction which included mandatory training and support. Staff told us they received all the training they needed to meet peoples care needs. Staff felt supported and received regular spot checks, supervision and appraisals.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; policies and systems in the service supported this practice. Relatives/carers felt people were offered choice in the way their care was delivered and that they had no concerns around their dignity and privacy in their own homes being respected. One said, "They are very watchful of the safety of the environment. I have no concerns about their respect for our home in my absence, I trust them absolutely."

The provider had robust of quality assurance systems in place to measure and monitor the standard of the service. This included a number of audits and reviews. Systems supported people to stay safe by assessing and mitigating risks, ensuring that people were cared for in a person-centred way. Actions were identified and taken forward to ensure continued learning and improvement.

Relatives/carers told us they thought the service was well managed and they received good quality care that met people's needs and improved their wellbeing from caring and compassionate staff. One told us, "The care support worker is totally competent, she can deal with anything that arises, never panics. She says if she thinks there is anything I need to attend to, and texts me if she needs to double check anything during a visit."

The registered manager and staff attended forums and worked with other care agencies. This meant that best practice could be shared, and on-going learning was facilitated.