# Dudley Crossroads

Dudley Crossroads is a CQC-regulated home-care agency in Kingswinford.

## CQC Ratings

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

Rating published: 11/07/2019

## Practical info

- Postcode: DY6 7YD
- Registered manager: Norman, Julie
- Local authority: Dudley
- Region: West Midlands
- City: Kingswinford
- Last CQC check: 11/Jul/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Staff were kind, caring and compassionate; people's dignity, privacy and independence were respected.
  - Published: 2020-01-29

### effective

- Finding
  - Staff had skills and knowledge to meet needs; MCA principles followed; consent sought; induction and ongoing training provided.
  - Published: 2020-01-29

### Other

- Finding
  - Evidence: Whistleblowing policy in place and known to staff.
  - Published: 2020-01-29
- Finding
  - Evidence: Accident and incident logging in place with trend analysis carried out by the provider.
  - Published: 2020-01-29
- Finding
  - Evidence: Dignity champions trained among staff, with dignity a standing agenda item at staff meetings.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received supervision, appraisals, training and attended staff meetings to maintain skills and knowledge.
  - Published: 2020-01-29
- Finding
  - Evidence: Robust quality assurance including spot checks, audits, home visits and questionnaires to gather people's views.
  - Published: 2020-01-29
- Finding
  - Evidence: Sufficient staffing levels ensured punctual service delivery; carers confirmed staff always arrived on time.
  - Published: 2020-01-29
- Finding
  - Evidence: People were involved in their assessment and care planning process with regular reviews carried out.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff were described as kind, caring, compassionate and trustworthy by people and relatives.
  - Published: 2020-01-29
- Finding
  - Evidence: People felt safe and staff demonstrated good understanding of safeguarding procedures and risk assessments.
  - Published: 2020-01-29
- **staff_training** _(minor)_
  - Evidence: whilst care staff had some knowledge about the MCA they were unable to explain the DoLS. Care staff told us they received training in the MCA but not in the DoLS.
  - Published: 2020-01-29
- **record_keeping** _(minor)_
  - Evidence: the provider had received a number of compliments about the quality of the service, but did not have a logging process to show when complaints were received, how they were dealt with
  - Published: 2020-01-29
- Finding
  - Evidence: The registered manager engaged in continuous learning through local conferences and membership of a carers network.
  - Published: 2019-07-13
- Finding
  - Evidence: People and relatives expressed very high satisfaction; staff described the organisation as supportive and well-run with regular supervision and training.
  - Published: 2019-07-13
- Finding
  - Evidence: Quality monitoring systems including audits, spot checks, competency assessments, and regular surveys were in place and reported to the board of Trustees.
  - Published: 2019-07-13
- Finding
  - Evidence: Care was highly personalised, planned around both the individual and their family carer, with longer visit durations tailored to respite needs.
  - Published: 2019-07-13
- Finding
  - Evidence: Staff were well-trained in safeguarding, infection control, moving and handling, equality and diversity, and MCA principles.
  - Published: 2019-07-13
- Finding
  - Evidence: People received consistent care from longstanding staff, some supporting the same individuals for over 20 years, with no missed or late care calls.
  - Published: 2019-07-13
- **record_keeping** _(minor)_
  - Evidence: this detail was not always evident in risk assessments which is needed to ensure staff have written guidance on safety measures. The registered manager told us they would update these.
  - Published: 2019-07-13

### responsive

- Finding
  - People involved in assessment and care planning; complaints process in place though logging of complaints needed improvement.
  - Published: 2020-01-29

### safe

- Finding
  - People felt safe and staff understood safeguarding, risk assessments, recruitment checks and medicines reminding.
  - Published: 2020-01-29

### well_led

- Finding
  - Open culture; quality assurance audits and spot checks in place; views of people sought; accidents logged and analysed.
  - Published: 2020-01-29

## 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/1-130251822

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