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Verrolyne Services Limited Good

Inspection Summary

Overall summary & rating


Updated 26 March 2019

About the service:

Verrolyne Services Limited provides personal care to people in their own homes. The service is based in Romford, Essex and 99 people were using the service at the time of our inspection.

People’s experience of using this service:

¿People and their relatives were happy with the service they received. They and their relatives provided their consent to care. Most people told us they had regular care staff who arrived on time.

¿However, some people told us they were not always happy with the reliability of the service.

¿Safeguarding procedures were in place to protect people from abuse.

¿The care people received was safe. The provider had made improvements since our previous inspection in February 2018.

¿Risks to people had been identified and assessed to help manage these risks and keep people safe. The number of missed visits had reduced and people received an improved service.

¿People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

¿The provider had implemented quality assurance systems to ensure the service was operating effectively. The registered manager carried out regular audits and checks of records.

¿Further work was needed to improve some aspects of the service because we identified that communication between the provider, professionals and people who used the service required further improvement. We have made a recommendation about this. This would help to deliver a more consistent service to people.

¿People and relatives received support from staff who were kind and caring. People’s needs were met and their privacy and dignity was respected. Their independence was promoted by staff.

¿Care plans were person centred and people were supported to maintain their nutrition and hydration. They were supported to see health professionals and were prompted to take their medicines from staff who were trained.

¿People received care that was responsive to their needs and any complaints or concerns people had were investigated.

¿We made a recommendation about supporting staff to overcome language barriers with people.

¿Staff were supported and told us they had received training and supervision for their roles. Staff were recruited safely and received an induction prior to starting work.

¿The management team was committed to making improvements within the service. They learned lessons when things had gone wrong to minimise re-occurrence.

¿For more details, please see the full report which is on the CQC website at

Rating at last inspection:

¿At the last inspection on 7 February 2018 the service was rated ‘Requires Improvement’. Our last report was published on 19 March 2018. We identified two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 relating to safe care and treatment and good governance. We asked the provider for an action plan to tell us how they would make improvements.

Why we inspected:

¿This was a planned inspection based on the rating of the service at our last inspection. The inspection was part of our scheduled plan of visiting services to check that improvements had been made.

Follow up:

¿We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. A further inspection will be planned for a future date.

Inspection areas



Updated 26 March 2019

The service was safe.

Details are in our Safe findings below.



Updated 26 March 2019

The service was effective

Details are in our Effective findings below.



Updated 26 March 2019

The service was caring

Details are in our Caring findings below.



Updated 26 March 2019

The service was responsive

Details are in our Responsive findings below.



Updated 26 March 2019

The service was not always well-led.

Details are in our Well-Led findings below.