The inspection was carried out 12 and 13 July 2016 and was announced. The service was last inspected February 2014 and was found to be fully compliant at this time.Crossroads (Barnsley) Ltd is a charitable not for profit organisation that offers support and personal care and respite services to people who are cared for by a family member. People who use the service have a wide range of needs including physical and learning disabilities and older people who are living with a diagnosis of dementia or who have suffered a stroke. At the time of our inspection there were 61 people receiving support.
There was a registered manager who had been with the service since it was opened in 1993. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People supported told us they felt safe with the staff that supported them. Staff had undertaken safeguarding training which was regularly refreshed. Staff understood their role and responsibility to keep people safe from harm.
There were robust risk assessments in place which covered the environment in which people were supported and any assistance they required with moving and handling. There were risk specific assessments which identified risks and the measures which were put in place to minimise the risks to people.
There were sufficient staff to meet people’s needs and there was a high level of consistency in the staff who attended each person. People told us they found this reassuring as they knew the staff who were supporting them.
Recruitment procedures were thorough and robust, with clear evidence of the pre-employment checks which had been carried out. This included disclosure and barring service checks (DBS) which help employers make safer recruitment decisions.
Staff were trained in the handling and administration of medicines, and there was a process in place to ensure staff were competent in their daily practice. Records of medicines given were detailed and we found no omissions in the records we reviewed.
Staff received a comprehensive induction and regular refresher training in all mandatory subjects. New staff who were new to the care sector also undertook the care certificate to ensure they had all the relevant knowledge to carry out their roles. Staff had access to a good range of additional training and nationally recognised qualifications to enhance their skills and knowledge. This meant that staff were knowledgeable and skilled.
People supported, their relatives and staff told us communication within the service was very good. People told us they were always contacted if staff were running late or there was a different carer attending for any reason.
We saw the registered manager had ensured consent to care had been sought and gained in all cases we reviewed. Staff told us how they would always ask for verbal consent before assisting people.
Staff had undertaken training on the Mental Capacity Act (2005) and Deprivation of Liberty Safeguards. Staff were all able to explain how this legislation related to the people they supported, which meant people’s rights were being protected.
People supported spoke with the highest praise and regard of the staff that provided support and the office team including the registered manager. People told us staff treated them with dignity and respect and were kind, caring and sympathetic to them.
The care plans we reviewed were very detailed and person centred. They included personal details and preferences throughout, along with good practice reminders for staff. Care plans were regularly reviewed and we could see they were evolving as people’s needs changed.
There was a robust process in place to deal with any complaints, however there had been very few complaints received.
People supported told us the service was well-led. They told us they were asked for their input and feedback regularly, during verbal contact and more formally in reviews and an annual satisfaction survey.
The registered manager was insightful, and found ways to offer ‘free hours’ to people who needed more support than their care plan allowed, or where they were just starting to need extra support to be able to remain at home with their family carer.