- We carry out our own annual internal audit. The Care Inspectorate monitors our performance and regularly awards us high grades.
- All staff undergo national checks for people working with vulnerable groups and are registered with SSSC.
- All caring staff undergo both general training and training specific for different service user groups. It is rigorous and updated regularly.
- Supervision of care attendants takes a variety of forms. They undergo face to face or telephone supervision interviews four times per year, visits by a line manager in service users’ homes, and an annual appraisal.
- A survey of the service is carried out annually and all points of concern are dealt with as a matter of urgency.
Care Inspectorate 2018
Susan from the Care Inspectorate visited us in November and looked at two areas of our service: Quality of Care and Support and Quality of Staffing. We were awarded grade 5 (very good) for both areas. There were no requirements or recommendations. Grade 6 is awarded only when something new and sector leading is evidenced so we have done extremely well.
During the inspection, Susan received excellent feedback from the service users, relatives and staff. People were very complimentary of the service and staff team. Some of the comments made were:
- “I am grateful for the service I get; I live alone and enjoy the visits”.
- “Thoroughly satisfied with everything and the staff”
- “Always do their utmost to fulfil any request, go over and above the call of duty”.
- “They are all good; I don’t find anything wrong with them”.
- “I am very satisfied with the service”.
- “Excellent service, staff work amazingly and are very kind and friendly”.
- “Service provided promotes social inclusion and reduces isolation”.
- “We would not be able to cope without them”.
Congratulations to all the staff.
Service Users Survey 2018
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.
Stakeholder Survey 2017
It is very encouraging to see that the majority of responses to the questions on service delivery rated Crossroads as either excellent or good. Generally it appears that Crossroads is a highly thought of and much appreciated service
From the comments, what stakeholders appreciate most about the service are: reliability, flexibility, approachability, responsiveness, friendliness, person centred care, competence of carers, and the personal touch.