First inspection of Royalcare-Thanet rated Requires Improvement overall, with breaches of Regulation 19 (recruitment) and Regulation 17 (good governance) due to incomplete employment histories, missing references and inadequate quality assurance systems. Caring, effective and responsive domains were rated Good, with people reporting timely, kind, person-centred care from regular staff.
Concerns (6)
critical
Governance
: “The provider and registered manager failed to ensure there were effective systems and processes to assess, monitor and improve the quality and safety of the service.”
criticalStaff competency: “People were not protected by staff who had been recruited safely. References were not consistently obtained from previous employment in the care sector”
moderateRecord keeping: “Some application forms and employment history records had been completed with only years of employment and not months.”
moderateInfection control: “Risk assessments to identify the risks of COVID-19 were generic. People's individual health risks had not been robustly assessed.”
moderateLeadership: “There was no system in place to review their emails to ensure there was no outstanding work to be followed up.”
minorMedication management: “When people needed transdermal patches... staff had not consistently noted where the patch had been placed.”
Strengths
· People supported by regular staff who arrived on time and stayed the right amount of time
· People and relatives reported feeling safe and praised kind, caring staff
· Person-centred care plans including life history, cultural and diversity needs
· Staff completed Care Certificate, mandatory training and regular supervision
· Electronic care system providing live care plan access and medication alerts
Quality-Statement breakdown (20)
safe: Staffing and recruitmentRequires improvement
safe: Assessing risk, safety monitoring and managementRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choicesGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enoughGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and controlGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Duty of candourGood
well-led: Promoting a positive person-centred cultureGood
well-led: Engaging and involving people, public and staff; partnership workingGood