Reed Care Services Ltd

Updated 14 June 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 22 and 26 February 2018 and 13 March 2018 and was announced. We gave the service 48 hours’ notice of the inspection visit because it is a small service and we needed to be sure that the registered manager would be in. The inspection site visit activity started on 22 February 2018 and ended on 13 March 2018. We visited the office location on 22 February 2018 and 13 March 2018 to see the service manager and office manager; and to review staff personal information, people’s care records and the service’s policies and procedures. We spoke with people using the service and staff on 26 February 2018.

The inspection team consisted of one inspector.

We also reviewed information that we hold about the service such as safeguarding information and notifications. Notifications are the events happening in the service that the provider is required to tell us about. We used this information to plan what areas we were going to focus on during our inspection.

We spoke with five people who used the domiciliary care service, four members of staff, the office manager, service manager and registered manager/provider. We reviewed four people’s care files and five staff recruitment and support records. We also looked at the service’s quality assurance procedures and processes, the management of medication, staff training records, and complaint and compliment records.

Updated 14 June 2018

This was the registered provider’s first inspection since being registered with the Care Quality Commission on 9 February 2015.

Reed Care Services Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service primarily for adults living with a mental health diagnosis. The domiciliary care agency office is situated on the outskirts of Colchester and within the Colchester Business Park.

This inspection was undertaken on 22 and 26 February 2018 and 13 March 2018. At the time of the inspection 24 people were receiving a domiciliary care service from Reed Care Services Ltd.

A registered manager was in post. 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.

Suitable arrangements were in place to safeguard people using the service from abuse and harm. Appropriate checks were completed to recruit staff safely. Newly appointed staff received a formal induction and received regular opportunities for formal supervision.

People felt confident that if they complained, their concerns would be taken seriously and these would be addressed. Complaint management arrangements at the service were comprehensive and robust.

Risks to people were identified and managed to prevent people from receiving unsafe care and support. The service was appropriately staffed to meet the needs of the people using the service. People were protected by the provider’s arrangements for the prevention and control of infection. Arrangements were in place for learning and when things go wrong.

Staff had the right competencies and skills to meet people’s needs and received regular training opportunities. People’s nutritional and hydration needs were met. People received appropriate healthcare support as and when needed and staff knew what to do to summon assistance. The service worked together with other organisations to ensure people received coordinated care and support. People were supported to have choice and control of their lives.

People were treated with care, kindness, dignity and respect. People received a good level of care and support that met their needs and preferences. Staff had a good knowledge and understanding of people’s specific care and support needs and how they wished to be cared for and supported.

Care plans were in place to reflect how people would like to receive their care and support, and these covered all aspects of a person's individual circumstances. People were supported by staff to participate in social activities of their choice both ‘in house’ and within the local community.

Arrangements were in place to assess and monitor the quality of the service provided. There was a positive culture within the service that was person-centred, open and inclusive. The service sought people’s and others views about the quality of the service provided.

Further information is in the detailed findings below.