# Richmond Upon Thames Crossroads Caring for Carers

*Operated by Richmond Upon Thames Crossroads Care.*

Richmond Upon Thames Crossroads Caring for Carers is a CQC-regulated home-care agency in Teddington.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Outstanding |

Rating published: 12/11/2019

## Practical info

- Postcode: TW11 8ST
- Registered manager: Wilson, Nicola
- Local authority: Richmond upon Thames
- Region: London
- City: Teddington
- Last CQC check: 12/Nov/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2021-10-30
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2021-10-30
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2021-10-30

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2021-10-30
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2021-10-30
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2021-10-30
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2021-10-30
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: People and carers reported outstanding satisfaction, with consistent, reliable and compassionate care delivery
  - Published: 2021-10-30
- Finding
  - Evidence: Safe medication administration with regular auditing and support for self-medication where appropriate
  - Published: 2021-10-30
- Finding
  - Evidence: Emergency respite and 24-hour immediate responsive service providing up to 48 hours cover
  - Published: 2021-10-30
- Finding
  - Evidence: Long staff retention with half the workforce having over ten years' service and a philosophy of internal promotion
  - Published: 2021-10-30
- Finding
  - Evidence: Minimum two-hour visit policy enabling thorough person-centred care and relationship building
  - Published: 2021-10-30
- Finding
  - Evidence: Seamless multi-agency working with extensive partnerships across statutory, voluntary and community organisations
  - Published: 2021-10-30
- Finding
  - Evidence: Robust quality assurance systems with comprehensive performance indicators aligned to all five CQC key questions
  - Published: 2021-10-30
- Finding
  - Evidence: Strong community engagement through multiple projects: Dementia Cafés, Children's Saturday Club, Transition Project, Men Who Care, Dads Who Care
  - Published: 2021-10-30

### responsive

- Finding
  - End of life care and support
  - Published: 2021-10-30
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2021-10-30
- Finding
  - Meeting people's communication needs
  - Published: 2021-10-30
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2021-10-30

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2021-10-30
- Finding
  - Preventing and controlling infection
  - Published: 2021-10-30
- Finding
  - Using medicines safely
  - Published: 2021-10-30
- Finding
  - Staffing and recruitment
  - Published: 2021-10-30
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2021-10-30
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2021-10-30

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff; working in partnership with others
  - Published: 2021-10-30
- Finding
  - Managers and staff being clear about their roles; continuous learning and improving care
  - Published: 2021-10-30
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2021-10-30
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-10-30

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-124419826

HomeCare Compass is an independent guide and is not affiliated with the CQC.