April 2020

We are constantly in touch with the staff and are making regular contact with service users to make sure everyone has what they need in these difficult times.

To help our service users we have started a food run two days a week, across all the areas we cover for those who have no families to help out. On average we are delivering to 30 people. This has proven to be very successful and what was a “soup” kitchen has extended to shepherd’s pie. pancakes, buns, etc., for example one week we delivered stewed sausage on Monday with enough for another portion and then soup on Thursday, again giving every isolated service user enough for a couple of days.

This initiative has been praised by our new Care Inspection Officer who has also awarded us grades 5 in our most recent inspection.

We have been astounded and gratified by the way the community have rallied around us at this time. People have donated tubs for our soup run and others have created face masks.

Douglas-Ewart High School have used their tech department to make face visors from acrylic headpieces and laminate which have been approved by the NHS, and we have taken delivery of 100 of these.

We at Crossroads have always valued the work that our support workers do and hope that this emergency will make the work they do in the community better recognised and more highly valued by society in general.

The 2018 annual survey of service users was carried out in May. Once again our clients have shown us how much they value our service with an overall satisfaction rate of over 95% of those who returned completed questionnaires. All points raised by service users, their families and carers have been given careful consideration and acted upon by the manager and staff where appropriate. We are very appreciative of the time and effort service users put in to complete the questionnaire.  The results are valued by us as they can draw to our attention points which could otherwise be overlooked.


The full report is available as a PDF.

Crossroads Staff Survey 2019

The annual staff survey once again produced a slightly disappointing return of only 20 completed questionnaires (about 33% of those sent out). However, those which were returned indicate a high degree of job satisfaction, and also satisfaction with Crossroads as an employer. Care staff felt valued within their work and were confident that any concerns raised with management staff were taken seriously and where appropriate dealt with swiftly.

There were a number of highly complimentary comments about the office staff, indicating how much the care staff appreciate all their hard work and dedication in keeping Crossroads running smoothly.

A number of suggestions were made about possible areas for improvement. Broadly speaking the commonest topics covered were: the CM2000 system(!), staffing and timetabling issues, staff meetings, zero hours contracts, uniforms/protective wear, maintenance of training and standards, and remuneration issues. These will all be considered and discussed by the Board.

Thank you to everyone who took the time to complete and return their survey forms.

Service User Survey 2019

The number of surveys returned this year was exactly the same as last year (55), which itself was down on 2017’s total of 65. Overall satisfaction with the service remains high, with 97% of respondents being either very satisfied (75%) or fairly satisfied (22%). (Last years figures were 98%, 82% and 16% respectively.)

Comments were once again overwhelmingly positive, with only a handful of negative comments, mainly concerned with communication with the office, in particular service users not being kept informed by the office of changes to care attendants, timing of visits or care packages. There were also suggestions that increased training might be beneficial for care attendants looking after service users with dementia and autism.

Service Users Survey – 2019 (PDF)

Dr Meg Hopkins M.B.E.

After many years of service Meg has decided it is time to resign as chairperson of Crossroads, however we are delighted to welcome Meg as a regular board member. On behalf of the entire board past and present we express the organisations profound gratitude to Meg for her leadership, inspiration hard work and for the great times we have had working together.

Meg, you are a truly remarkable lady who since 1985 has dedicated a major part of your life to leading, developing, promoting and sustaining crossroads. You have lead us through many changes at all levels during these years from development of contracts with the council, care inspectorate, dealing with head office, tendering and triple SC. You have travelled many miles to attend meetings in the region and further afield where your capable personality made sure that crossroads interests were always to the fore. You always put crossroads first and nothing was ever too much bother when something or someone required attention. Over and above your regular board duties you were always willing to help in any area such as CroQuas, Policy checking, and subgroups where your contribution has been invaluable.

With a grateful heart, I on behalf of us all say thank you Meg for being an inspirational colleague and friend.

Jennifer Brodie