We carried out an announced inspection of the service on 14 September 2017. Crossover Care Ltd is registered to provide personal care to people in their own homes. At the time of our inspection the service was providing the regulatory activity of personal care to one person. This was the service’s first inspection since becoming registered with the Care Quality Commission.

On the day of our inspection there was a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The person and their relative told us they felt safe when staff when were in their home. Staff arrived on time and stayed for the agreed length of time for each call. Risks to people’s safety were assessed and reviewed. Safeguarding training had been completed by staff and the registered manager had the processes in place to ensure the appropriate authorities were notified of any concerns. Safe recruitment processes were in place.

People were supported by staff who were well trained.

The principles of the Mental Capacity Act (2005) were in place to support the person with decisions about their care; however the person was currently able to make their own decisions. Staff communicated effectively with the person. The person’s day to day health needs were met by staff.

Staff were kind and caring and listened to and acted upon the person’s views, ensuring they were always treated with dignity and respect. The person and their relative were involved with decisions about care and had helped to set up the care plan. The person was encouraged by staff to do as much for themselves as they were able to. Information about how to access support from an independent advocate was not currently in place, although the person told us they were happy with their relative acting on their behalf.

The person received support from a consistent team of staff and their personal preferences were always respected. The person’s care records were person centred and focused on what was important to them. Guidance in one area of care was limited; this was addressed immediately after the inspection.

The service was led by a passionate and caring registered manager, who was keen to expand the service whilst continuing to provide high quality care and support. The views of the person who used the service and their relative were welcomed and acted on. The registered manager understood what was required of them as part of their registration with the CQC.