About the service: Romie care Services Ltd is a domiciliary care service which is registered to provide personal care to people living in their own homes. At the time of inspection, 70 people were receiving care and support services.
The service had a registered manager who is 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.
People’s experience of using this service:
• The provider’s systems had not been effective at improving the quality of the service and the service had failed to achieve and sustain a minimum overall rating of ‘Good’ at four consecutive inspections.
• In the previous Inspection (report published 05 December 2018), we found three breaches of regulations and we issued a warning notice, requiring the provider make the required improvements. This was a focussed inspection to check their progress and if they had now met the regulations.
• At this inspection we found some improvements had been made. The service has improved in the key question of responsive, which we now rate as good and the regulation had been met. Improvements have also been made under safe and well led, however, further improvements were needed and the rating for safe and well led remain as ‘requires improvement.’ The provider remains in breach of Regulation 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
• Since the last inspection improvements had been made and rotas and calls times had been re-organised. People told us call times had improved and were now consistent. Staff told us the rotas were better organised and much improved. However, we found some calls were still shorter than agreed and allocated call length, for example, we found evidence that some people had received some calls that were less than half of the agreed time
• Some risk assessment records, giving staff guidance on people’s risks, had not been updated and reviewed in line with the provider’s own guidelines.
• We found that comprehensive audits were not in place in all areas and that areas identified as requiring improvement at the last inspection, for example, call lengths, had not been addressed.
• Improvements had been made in the management of concerns and complaints. A daily log of calls had been developed to give the action taken in response to each call and this was analysed monthly. Written complaints received had been logged, investigated and responded to and subsequent follow up calls made to ensure people remained satisfied.
• People and their relatives said the management of the service had improved since the last inspection.
Rating at last inspection: At the last inspection we rated Romie care Services Ltd as ‘Requires Improvement’ (report published 05 December 2018).
Why we inspected: In the previous Inspection, we found breaches of regulations and we issued a warning notice. This was a focussed inspection to check their progress and if they had now met the regulations.
Enforcement:
Full information about CQC’s regulatory response to the more serious concerns found in inspections is added to reports after any representations and appeals have been concluded.
Follow up: We will continue to monitor the service through the information we receive until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.