At our previous inspection undertaken on the 23, 31 August and 8 September 2017, we found breaches of regulatory requirements. These related to Regulation 17 (Good governance) and Regulation 19 (Fit and proper persons employed) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. The service received an overall rating of ‘requires improvement’. Following our last inspection, we asked the provider to complete an action plan to show what they would do and by when to ensure regulatory requirements were met. You can read the full report from our last inspection by selecting the ‘All reports’ link for Rossycare Limited on our website at www.cqc.org.uk.

During this inspection in October 2018, we checked the actions and improvements the provider told us they would make to achieve and maintain compliance with the fundamental standards under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. We found improvements had been made and the overall rating for the service was ‘good’.

Rossycare Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. At the time of our inspection, fifteen people were using the service, of which three people were in hospital.

The service had a registered manager who was also an owner of the business. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt safe receiving care from the service. People received care and treatment that was planned and delivered in a way that was intended to ensure people’s safety and welfare. Safe recruitment processes were in place, including appropriate checks, to ensure staff were suitable for their roles. Staff were trained in recognising abuse and how to report any concerns. There were enough staff to meet the needs of people. There were effective infection control practices in place to mitigate the risk of the spread of infection.

Newly appointed staff received an induction to the service and received on-going training, supervision and support to enable them to effectively fulfil their roles and responsibilities. Staff understood the principles of the Mental Capacity Act 2005 (MCA) and supported people to have maximum choice and control over their lives. The policies and procedures in the service support this practice. Where required, people were supported to meet their nutritional needs.

Staff were kind and caring and people were treated with dignity and respect. People’s independence was promoted and they were encouraged to do as much as they could for themselves. People and, where appropriate, relatives were involved in the care planning process. Care plans provided clear guidance to staff on how people wished to be supported.

There was an effective complaints system in place. People’s views on the quality of the service were encouraged to support continuous improvements. Where end of life care was provided, this was done in a compassionate way.

People and staff thought the service was well run. Staff felt valued and enjoyed working at the service. The registered manager promoted a positive, transparent and open culture. There were effective quality monitoring systems in place to help drive improvements.

Further information is in the detailed findings below.

The inspection took place on the 23 and 31 August 2017 and 8 September 2017 and was announced. The provider was given 48 hours notice as it is a domiciliary care service providing care to people in their own homes and we needed to be sure someone would be in. This was the service's first inspection since they registered with the Commission in August 2016.

Rossycare Ltd provides a domiciliary care service (DCA) registered to provide personal care and support to people in their own homes. At the time of our inspection 22 people were using the service.

A registered manager was in post who was also the owner of the business. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Quality assurance checks undertaken by the provider to enable them to assess and monitor the service in line with regulatory requirements were not robust and had not recognised the issues we found during our inspection.

People and their relatives told us they felt safe. Staff were aware of their responsibilities to keep people safe and to protect them from harm and abuse. However improvements were required to ensure all identified and potential risks to people were recorded and managed. Improvements were required to ensure safe recruitment procedures were followed in line with the provider’s policy and regulatory requirements. There were sufficient numbers of staff to meet people’s care and support needs and people received care from a consistent staff team.

Improvements were required to people’s care plans to ensure they were person centred and sufficiently detailed and accurate, to include all the care and support to be delivered by staff.

Staff received regular supervision however improvements were required to ensure they received appropriate training to enable them to have the skills and knowledge to meet people’s needs. Although the manager demonstrated an understanding of the Mental Capacity Act (MCA) 2005 not all staff were able to demonstrate an understanding of the principles of the MCA. We recommended to the provider to look at the Mental Capacity Act 2005 Code of Practice. Where required, people’s nutritional needs were met.

Staff were kind and caring. People and their relatives valued the relationships they had with staff and were very happy with the care they received. Staff demonstrated a good knowledge and understanding of the people they cared for and supported. People were treated with dignity and respect.

There was a complaints system in place and people told us that they were confident that any concerns would be listened to and acted upon.

Staff told us they felt valued and enjoyed working for the service and shared the provider’s commitment to providing a high quality service to people.

We found two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what actions we told the provider to take at the back of the full version of the report.