Roses Homecare Ltd

Updated 4 June 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We planned this inspection to check whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection team included one inspector, one assistant inspector and one Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced. We gave the service 48 hours’ notice of the inspection visit because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 30 April 2019 and ended on 02 May 2019. We visited the office location on 01 May 2019.On the 30 April 2019 we made calls to people and on the 02 May 2019, we spoke with staff

What we did before inspection

We reviewed information we had received about the service from the provider since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the inspection

We spoke with nine people who used the service and two relatives about their experience of the care provided. We spoke with six members of staff including the registered manager, the business consultant, senior care workers, care workers and care admin staff.

We reviewed a range of records. This included five people’s care records and their medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures, were reviewed.

After the inspection

We continued to seek clarification from the provider to corroborate evidence found. We looked at training data and spoke to a further seven care staff and one relative.

Updated 4 June 2019

About the service

Roses Homecare Ltd is a domiciliary service providing personal care to 82 people at the time of the inspection.

Not everyone using Roses Homecare Ltd receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

We have made recommendations about ensuring effective systems for monitoring missed care visits and ensuring effective systems for checking staff character and employment history. Please see the action we have told the provider to take at the end of this report.

One person said they had experienced some missed care visits. However, most people said they felt safe because the same staff support them and staff were on time, did not rush them and managed risks. Staff supported people with their medicines safely.

People said that staff had the skills and experience to support them as per their care plan. Staff asked people’s consent before starting work. Where required, staff supported people to access various healthcare services. Staff supported people who needed assistance with drinks and meals.

People thought staff were caring, friendly and kind and treated them well. People were involved in their care planning and reviews to decide how they wanted to be supported and what care they needed. People told us staff were gentle and supported their privacy while encouraging them to do what they could for themselves. People told us they liked that staff would sit and talk to them and listen.

People and their relatives felt confident to raise a complaint if needed. Most people did not have any complaints, and those that did were satisfied they were resolved. People told us staff knew their likes and dislikes well and respected them.

People found the staff and management team approachable and most people gave positive feedback. One person told us, “The service is run well as the proprietor is very caring and knows the principle of caring for elderly people.” Other people told us they had regular contact with the registered manager and office staff who asked their views of the care.

People were supported to have maximum choice and control of their lives and staff did support them in the least restrictive way possible; the policies and systems in the service supported this practice.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

At the last inspection the service was rated Good (published 22 July 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will speak with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will work with the local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner