Home care provider’s ‘exceptional leadership’ leads to Outstanding rating from CQC

Carer crossroads

A Worcestershire home care service has been rated ‘Outstanding’ by the Care Quality Commission in a report that credits its “exceptional leadership” for driving improvement.

Crossroads Caring for Carers, based in Worcester, was given the top rating for being caring, responsive and well-led, during an inspection that took place in October.

This is an improvement on its inspection in March 2017, when it was rated ‘Good’ for all key lines of enquiry.

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Inspectors said in a report, published last month, that the service’s success was aided by leadership that drove “continuous improvement”.

“Since our last inspection, the service has grown from strength to strength. Clear leadership and effective management had led to a visibly person-centred culture that was embedded throughout the service,” the report said.

“This consistently delivered high quality care and support achieving positive outcomes for people. This was underpinned by the provider’s principles, values and expectations of staff which demonstrate the characteristics of an outstanding service.”

The report added: “The registered manager, supported by their senior management team, had established a person-centred culture amongst the staff team that consistently delivered high quality care. Staff and the management team were passionate and motivated about their roles and understood their responsibilities. They actively engaged and included people, their relatives and professionals in the ongoing design and delivery of their care and support.”

Commenting on Outstanding rating, registered care manager Helen Simmons said: “Everyone involved with ‘Team Crossroads’ are delighted and feel extremely proud of our achievement.”

Amanda Lyndon, CQC interim head of inspection for adult social care, said: “Our inspection team was very impressed by the level of care and support offered by Crossroads Caring for Carers. 

“Staff respected people as individuals. They took the time to get to know people, finding out about their interests and preferences. This helped build good relationships and improved the standard of care the service was able to offer. 

“People were treated with kindness and compassion, helping them enjoy improved health and wellbeing. This included communicating with people in their preferred language and supporting their wider needs – including housing issues, bereavement support and securing assistance from occupational therapists.”

Caption: A Crossroads carer celebrates the Outstanding rating during lockdown.

Tags : Best practiceCrossroads Caring for CarersoutstandingWorcestershire
Sarah Clarke

The author Sarah Clarke

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