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Royale Carers Limited Requires improvement Also known as Royale Carers

Inspection Summary


Overall summary & rating

Requires improvement

Updated 28 June 2019

About the service:

Royale Carers Limited provide personal care to people living in their own houses, flats and specialist housing. This is a domiciliary care service and primarily provides a service to older people, older people living with dementia or who may have a physical disability. At the time of inspection there were 45 people using the service.

People’s experience of using this service:

Feedback from people and their relatives about the care and support provided was positive. People told us staff were kind, caring, respectful and always treated them in a dignified manner. They confirmed that the care and support provided by the domiciliary care service was responsive and flexible to meet their needs. Staff ensured people were supported to eat and drink throughout the day. People received ongoing healthcare support as required.

Suitable arrangements were in place to make sure there were enough staff, so people received a reliable service. People confirmed missed and late calls were minimal. The service made sure people were involved in making decisions and choices about the care and support they received.

People told us they were safe and had no concerns about their safety and wellbeing. The service had effective safeguarding arrangements in place to protect people from harm and abuse.

People’s care and support needs were documented, and staff had a good understanding and knowledge of these and the care to be delivered.

Safe recruitment practices were not in place. Improvements were required relating to staff training, induction and supervision arrangements. Relevant national guidelines around the administration and recording of medicines was not always followed.

Effective quality assurance arrangements were not in place as these had not identified the failings highlighted within this report.

Rating at last inspection:

Following the last inspection, the rating of the service was ‘Good’ (Last report published October 2016).

Why we inspected:

This was a scheduled inspection in line with our scheduled inspection methodology and based on the service’s previous rating.

Follow up:

We will continue to monitor the service through the information we receive, and inspect the service, if risk is indicated.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Inspection areas

Safe

Requires improvement

Updated 28 June 2019

The service was not always safe

Details are in our Safe findings below.

Effective

Requires improvement

Updated 28 June 2019

The service was not always effective

Details are in our Effective findings below.

Caring

Good

Updated 28 June 2019

The service was caring

Details are in our Caring findings below.

Responsive

Good

Updated 28 June 2019

The service was responsive

Details are in our Responsive findings below.

Well-led

Requires improvement

Updated 28 June 2019

The service was not always well-led

Details are in our Well-Led findings below.