- Care home
Roberttown Care Home Limited
Assessment report published 1 August 2025
Contents
Ratings
Our view of the service
Dates of assessment were from 18 June to 27 June 2025. This was a responsive assessment due to some concerns the Care Quality Commission received anonymously, as well the length of time since the last assessment. The service is a care home providing personal care for people, some of whom are living with dementia.
At this assessment we found the provider was in breach of 4 legal regulations in relation to person centred care, promoting dignity and respect, safe care and treatment and good governance.
Governance and management systems were ineffective, resulting in poor oversight, with numerous unaddressed actions, and low staff morale. Staff training, supervision, and support were insufficient, impacting the quality of care and safety. While care plans and risk assessments had been reviewed, they failed to reflect people’s current needs or accurately identify and manage risks, and there was limited evidence of meaningful engagement with residents, relatives, or the wider community.
The service did not consistently promote person centred care or dignity and respect for people, and feedback mechanisms were poorly utilised. Safeguarding processes were not always followed, and incident reports completed by staff were not reviewed or analysed by leaders, with unsafe practices not always identified or addressed. While the new interim manager had begun implementing improvements and the provider responded to assessment findings, these changes were not yet fully embedded.
This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide.
We have asked the provider for an action plan in response to some of the concerns found at this assessment. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.
People's experience of this service
Feedback from people and relatives was mixed. Some people told us they felt safe in the service as there was always staff on duty, other people told us they did not always feel safe.
One person told us, “I don’t really feel too happy or safe at night.” Another person told us, “I don’t know what to do when I don’t feel safe. If I am in bed I can ring the buzzer, but I have nothing on me during the day.”
No one felt the service was responsive to their needs. Everyone we spoke with told us they had to wait for the care and support they needed and that they often heard buzzers ringing for long periods of time. As well as this, all people we spoke with reported they had not seen their care plan and had not been involved in the review of the information contained in it.
Relatives told us they did not always feel confident raising concerns as they were not sure who to raise these with. Another relative told us they had raised multiple concerns but none of them had been addressed.
Not all relatives felt staff were suitably trained or could meet their relative’s needs. Comments included, “Staff try to do their best, but there are too few with the right skills.” However, other relatives told us they did feel the staff were meeting their loved one’s needs.
Nearly all of the relatives we spoke with told us they had seen a decline in the quality of care and in the management of the home over the last 8 months.