Crossroads in East Lancashire

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. People's needs were assessed prior to them using the service. The provider had arrangements for the induction of new staff and provided regular training updates for existing staff. Staff were supported by the management team. People were helped to access healthcare services, as appropriate.

People and their relatives told us staff were caring and always showed kindness, respect and compassion. People and where appropriate their relatives had been consulted about their care needs and had been involved in the care planning process. Staff respected people's privacy and dignity. Staff were motivated and demonstrated a clear commitment to providing dignified and compassionate support. People were supported and encouraged to continue hobbies and interests of their choice. People and their relatives had access to a clear complaints procedure.

The management team carried out a number of audits to check the quality and safety of the service. The registered manager provided clear leadership and took into account the views of people, their relatives and staff on the quality of care provided. The registered manager and staff used the feedback to make ongoing improvements to the service.