The number of surveys returned this year (47) is once again down on previous years (65 in 2017, 55 in 2018 and 55 in 2019) Overall, satisfaction with the service received by service users remains very high (as in previous years), with 96% of respondents being either very satisfied (87%) or fairly satisfied (9%).
This was reflected in the overall grading given by service users, with 68% giving the highest (excellent) grade, 17% very good and 6% good. Only 1 person rated the office as weak.
Service users appear to be very appreciative of both the office staff and the care attendants, with a number of respondents writing complimentary comments. In fact there were no significant critical or negative comments on this occasion.
Some of the comments from service users:
“I find all the carers extremely kind, considerate & very helpful.”
“The Management Team is very helpful & I am very pleased with the service.I feel at ease talking to Carol “
“We could not have managed without the help & support of the Crossroads carers coming in. “
“Makes me feel independent. “
- The Duty of Candour act came into effect on 1stApril 2018. The overall purpose of this is to ensure organisations are open, honest and supportive if there is an unexpected or unintended incident resulting in death or harm, as defined in the Act.
- Part of the reporting procedure is to openly state how many incidents the duty of candour procedure has applied to each year.
- We are pleased to report that for the year to 31stMarch 2020 Crossroads had no such incidents.
You can read the regulations in full at : www.legislation.gov.uk/ssi/2018/57/made/data.pdf
Crossroads Staff Survey 2019
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.
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.
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.
you to everyone who took the time to complete and return their survey
Service User Survey 2019
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.)
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)
We are always happy to hear from our service users and their families and record any suggestions, complaints and compliments .
Compliments register January 2019 to April 2019.
“thank you Crossroads very much for the great service”
“Crossroads has changed my life for the better.”
“Crossroads is a wonderful service and it is my lifeline.”
“Cannot praise the staff highly enough for everything they do, they go over and above what they could have imagined from carers.”
“Staff are courteous and caring”