Yellow Rose Healthcare Limited

Updated 20 November 2024

Date of Assessment: 03 December 2024 to 24 December 2024. The service is a care at home service providing support to people living in their own homes. This inspection was prompted by concerns we had received about the service relating to safe staffing. We conducted a targeted assessment focusing on 4 quality statements in safe and well-led. This included safe and effective staffing, involving people to manage risk, safeguarding and governance. We found 6 breaches of the legal regulations including safeguarding, good governance, display of ratings, notification of other incidents and statement of purpose. We found a repeated breach of regulation from the last inspection in April 2023 in relation to safe care and treatment. This is because people and relatives told us visits were not always provided when required. Visits could be up to an hour or 2 late, or on some occasions not provided at all. The rating for safe and well-led is requires improvement. The service lacked governance systems to ensure it was delivering high quality and safe care, and making improvements when needed. There was no up to date statement of purpose, and the provider was not displaying their Care Quality Commission (CQC) assessment rating on their website as required. We were not assured safeguarding concerns were being managed effectively. Notifications relating to safeguarding incidents and other notifiable events were not made as required. People and relatives confirmed their visits were not always provided as expected. They described care staff as caring and helpful, and all felt well supported by their care staff. We were unable to gain feedback from staff and professionals as their contact details were not provided as requested. In instances where CQC have decide 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. We have asked the provider for an action plan.

Updated 20 November 2024

People and relatives said care staff were friendly and caring although most were experiencing visits later than they should have been. For example, between an hour and 2 hours late. On occasions some people had not received a visit at all. Feedback from people included, “Very good care, very caring (staff)” and “Care staff are, very good.” Other feedback from relatives included, “2 weeks ago we had a missed call.” Another relative said, “Carers are lovely and it is good care. Although it can be between 7:15am and 10am for the morning visit.” People and relatives confirmed they had raised their concerns with the registered manager, so they were aware visits had been late or missed. Customer satisfaction surveys completed in March 2024 confirmed people and their relatives were raising concerns with the service about their visits being late on occasions. Improvements were still needed at the time of our assessment. We raised this with the registered manager so they could take any action necessary. Although people told us they felt safe we found not all actions were being taken following incidents to ensure people’s safety. Such as improvements to people’s care plans and risk assessments. Safeguarding notifications were not being made as required to CQC, although the registered manager confirmed they were raising safeguarding concerns with the local authority. This meant actions were needed to ensure people received safe care.