- Homecare service
Rowans Domiciliary Agency
Assessment report published 11 August 2026
Contents
Ratings
Our view of the service
We carried out this assessment on 30 June 2026 to 23 July 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
People were supported by enough staff who had the skills and knowledge to support them safely. There were effective systems in place to safeguard people from abuse. There were systems in place to ensure people were safe in their environment.
Risks to people were assessed, however these were not always regularly reviewed and updated. There were systems in place to manage people’s medicines. Some areas of medicines management relating to records, needed to be more person centred.
Staff knew people very well and were positive about their role, the people they supported and the support they received. There was a positive and empowering culture at the service. Comments from staff included, “We ensure quality of life of the individuals, making sure they have best quality of life and supporting them the best we can. It’s one of the best companies I’ve worked with; I feel very valued, they take your opinions and concerns seriously” and “I trust everyone I work with; it’s a very positive atmosphere.”
People's experience of this service
During the assessment we spoke to people who used the service and their relatives. We received positive feedback from everyone we spoke with about the care being delivered. One person told us, “I am very pleased with the support, I feel perfectly safe.”
Staff knew people well and understood people’s choices and preferences. People told us staff responded to their needs. One person told us, “They are a very friendly lot. They know me and what I like. We have a routine, they do things for me, I tell them what I want to be done.” A relative commented, “They are very good at their job, nothing is too much trouble. They can notice quickly if [name of person] is going downhill, we liaise with one another, it’s amazing. I am certainly happy, it’s saved us.”
People told us staff respected their privacy and dignity, and they were treated with respect. One person told us, “Oh yes they do” when asked if staff respected their privacy. One relative told us, “They do indeed.” Another relative commented, “Yes, they definitely do [treat name of person with dignity and respect]. [Name of person] really likes them [staff].”
People told us staff were kind and caring. One person told us, “They [staff] are friendly and caring.” Another person told us, “They [staff] are great and yes they are caring.” A relative commented, “They [staff] are friendly and caring. Very caring.”
People and relatives confirmed staff encouraged independence. One relative told us, “Yes they do, they say come on [name of person] you can do it, it’s good for [name of person].”
People and relatives had opportunities to provide feedback. Annual satisfaction surveys were completed and demonstrated positive feedback. People and relatives knew how to raise any complaints or concerns. One person told us, “It’s all going along quite well. If any concerns, I would contact the office and I am confident they would respond.” A relative commented, “I made a small complaint once, it was dealt with very appropriately and it was sorted.”
People and relatives told us they had been involved in care planning and reviews. One relative commented, “Yes, I set it [care plan] up with [name of person]. Another relative commented, “[Name of person] has an annual review.”