Crossroads Care and Support

1. The provider should ensure actions are identified within the service improvement plan, which should be specific, measurable, achievable, realistic and time-bound (SMART). These should be shared with people to provide reassurance and commitment to positive outcomes. This is to ensure care and support is consistent with the Health and Social Care Standards which states that:

‘I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes’ (HSCS 4.19).

2. The provider should implement effective management oversight and quality assurance systems, to ensure that care and support are safe, consistent, and aligned with best practice. This will improve outcomes for people and reduce risks. This should include but is not limited to: a) Ensuring that audit findings are recorded, analysed, and used to identify risks and drive measurable improvements. b) Putting in place clear systems for monitoring staff competency, including formal observations. This is to ensure care and support are consistent with the Health and Social Care Standards (HSCS), which state: “I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes” (HSCS 4.19) “I use a service and organisation that are well led and managed” (HSCS 4.23).

3. The manager should ensure improvement in the oversight, recording and reporting of information. Relevant notifications should be submitted to the Care Inspectorate in line with legislation and notification guidance. This is to ensure that care and support is consistent with Health and Social Care Standards (HSCS) which state that: ‘I use a service which is well led and managed’ (HSCS.4.23).

1. To ensure people’s care and support that is right for them, personal plans should remain accurate and up to date. This should include but is not limited to: a) Information being clear and organised. b) Risk assessments being developed to show levels of risk and how to mitigate them. c) Daily communication logs to be developed to capture all relevant information and include processes for when to update the manager. d) Medication plans in place for those who receive medication support. This is to ensure care and support is consistent with the Health and Social Care Standards which state: 'My personal plan (sometimes referred to as a care plan) is right for me because it sets out how my needs will be met, as well as my wishes and choices'. (HSCS 1.15).