Roses Care Services

Updated 22 January 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 6 and 11 December 2018 and was an announced inspection. The inspection team consisted of one 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.

We told the provider two days before our inspection that we would be coming. We did this because the registered manager is sometimes out of the office supporting staff or visiting people who use the service. We needed to be sure that someone would be in.

Before the inspection we reviewed the information we held about the service and the service provider. The registered provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also looked at previous inspection reports and notifications received from the provider. A notification is information about important events which the provider is required to tell us about by law. This ensured we addressed any areas of concern.

We contacted seven people and two relatives by telephone. We looked at three people’s care records and medicine administration records (MAR). We spoke with the registered manager, the Human Resources (HR) manager and two care staff. We reviewed a range of records relating to the management of the service. These included three staff files, staff communication newsletters, incident reports, complaints and compliments. We also contacted two external professionals to obtain their feedback about the service.

Updated 22 January 2019

Roses Care Services is a domiciliary care agency. It provides personal care to people living in their own homes in Banbury and the surrounding areas. Not everyone using Roses Care Services receives regulated activity of personal care. CQC only inspects the service being received by people provided with ‘personal care’. However, we also take into account any wider social care provided. On the day of the inspection the service was supporting 38 people.

There was 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.

At the last inspection, the service was rated Good.

At this inspection we found the service remained Good overall. We however found and the provider’s quality assurance systems needed improving.

People told us they felt safe receiving care from the staff. Staff had received training in safeguarding adults and understood their responsibilities to identify and report any concerns. Risks to people’s well-being and their environment were assessed and recorded. There were sufficient staff deployed to keep people safe and people were supported by consistent staff. Where people needed support with taking their medicines, they were supported to receive these as prescribed.

People continued to receive support from suitably trained staff who had the skills and knowledge to carry out their roles effectively. People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible; the procedures in the service supported this practice. People were supported to maintain good health and to meet their nutritional needs.

The service continued to be compassionate and people benefited from meaningful, caring relationships with staff. People were treated with dignity and respect. People were supported to remain independent as much as possible.

The service remained responsive. People were supported by staff that knew people's needs. The team ensured people's changing needs were considered. People knew how to complain and were confident any issues would be dealt with promptly.

People knew who the registered manager was and told us they felt the service was run well. We however found the provider’s quality assurance systems were not fully effective and needed improving. The provider sourced an external consultancy and was in a process of implementing improved systems. The provider sought people's views and opinions and acted upon them. The team promoted a positive, transparent and open culture and staff told us they felt valued.