Crossroads Care Kent

People's experience of using this service: ● People were not always asked about all of their protected characteristics under the Equality Act 2010. This meant staff might not know everything they needed about the people they were supporting. This was an area for improvement. ● People received safe care and support from staff. Staff knew what actions to take to ensure people were protected from abuse. People and their relatives told us they felt safe. One relative said, "I wouldn't allow anyone in or go out and leave my wife if I did not feel she was safe. But we've known our carer a long time she's like one of the family." ● Staff were recruited safely. The registered manager made sure there were enough staff before considering supporting new people. ● People and their relatives told us they thought staff were well trained. ● Staff worked well together to ensure people received joined up care and support. People said they knew staff well, and felt staff knew them well. ● There was a strong person-centred culture at the service. People and their relative complimented the caring nature of staff, with a relative telling us, "They are so kind, they with read to my wife and bathe her feet for her if she asks." ● Staff were able to develop positive and trusting relationships with people and their relatives. One relative said, "Sometimes at night [loved one] has hallucinations. The carer deals with it in a compassionate manner, talking and reassuring them." ● People received personalised care which was responsive to their needs and preferences. ● The service had a registered manager who was dedicated to providing good-quality care which promoted an open and fair culture. ● Audits were in place to assess the performance of the service and actions were taken when concerns arose. ● The service had developed strong links with the local community in innovative ways.