We inspected Crossroads Care (Oxford) on 16 November 2016. Crossroads Care is registered to provide support and personal care to people living in their own homes. The support varies from shorter visits to around the clock care depending on people’s needs. Since our last inspection the provider had relocated their Oxford office to Marston. The service covers Oxford, Kidlington and Bicester area. At the time of this inspection 62 people were supported by the service.

There was a registered manager in post at the service. 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.

People told us they were safe. Staff had received training to make sure they knew how to recognise and report any concerns. Risks to people’s environment and well-being were assessed and recorded. Medication was managed well and people received their medicines as prescribed.

The provider followed safe recruitment procedures and staff received relevant training and supervision to ensure they were effective in their roles. There were sufficient staff to meet people’s needs and people received their care as planned. People were supported to access health services and meet their nutritional needs.

Staff and the registered manager had a good understanding of the Mental Capacity Act (MCA) and applied its principles in their daily work practices. People told us they felt involved in making decisions about the support they received.

People benefitted from caring relationships they were able to build with the staff and their dignity and privacy was respected. Feedback from people and their families reflected they felt staff were caring.

People had current care plans in place and their care records contained information on how to best support them. People told us they received support in a way they wanted. People had opportunities to attend support groups run by the provider to reduce social isolation. Crossroads Care had set up additional services such as access to emergency fund or food stock to support people with their changing needs and emergency circumstances.

The provider had a complaints procedure and people told us they knew how to make a complaint. The registered manager ensured people’s feedback was sought and acted on where required.

People felt the agency was well run and complimented the team. The team promoted an open and transparent culture. The provider used a range of quality assurance tools to continually improve the service.