Cross Keys Homes Domicilliary 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.

People felt reassured having their care provided by staff at the service. Risk assessments were in place to identify possible risks to people's health and well-being. Measures were implemented to inform staff on how to reduce these risks. Staff worked in conjunction with guidance from external health care professionals across different organisations to help support people's well-being.

Staffing levels were looked at to make sure they were satisfactory to meet the needs of the people using the service. People and a relative told us they had no concerns about the timekeeping of staff when attending their, their family member's care visit. Medicines were safely managed by trained staff.

To develop their skills and knowledge, staff received regular training, unannounced spot checks, supervisions and appraisals. People were supported to maintain their independence. Staff promoted people's food and drink intake.

Staff promoted and maintained people's privacy and dignity. Staff knew the people they supported well. People had developed good relationships with staff who had an understanding of their individual care and support needs and wishes.

People and a relative said staff were kind and caring. People's personal information was kept confidential in the service's office. People and their relatives were involved in discussions about their, their family member's, care. People told us if they had to raise any concerns or suggestions, they would be listened to and the concern resolved where possible.

People and staff told us the service was well managed. Staff felt well-supported. Audits including organisational reviews were carried out to monitor the service and address any improvements required. The registered manager notified the CQC of incidents that they were legally obliged to.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk