First inspection of Rose Petal Homecare Ltd (Pinner) rated Good overall and across all five key questions, with people and relatives consistently praising the caring, punctual and person-centred service. Minor improvements were needed around recording quality audits, medicines audits and initial needs assessments, which the registered manager committed to address.
Concerns (3)
minor
Governance
: “There were systems in place to monitor the quality of the service and recognise when improvements were required but these were not always recorded.”
minorRecord keeping: “The supervisor and registered manager told us they carried out regular audits of people's medicines and the medicines administration record (MAR) charts, although they were not recording these.”
minorCare planning: “However, there were no records of initial assessments as these were written up as care plans. We discussed this with the registered manager who told us they would address this.”
Strengths
· Punctual visits with real-time electronic monitoring; no missed calls reported
· Safe medicines administration with regular training and competency assessments
· Comprehensive person-centred care plans written in the person's voice
· Staff well trained, including Care Certificate, dementia and end of life care
· Strong, approachable leadership with positive feedback from people, relatives and staff
Quality-Statement breakdown (25)
safe: Assessing risk, safety monitoring and managementGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies; supporting people to access healthcare servicesGood
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 control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood