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Inspection Summary

Overall summary & rating


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.

Inspection areas



Updated 14 June 2018

The service was not consistently safe.

Improvements were needed to make sure the management team followed the service’s and Local Authority’s safeguarding policies and procedures to ensure people’s safety.

Improvements were required to ensure recruitment checks for staff were robust and in place.

Risks to people were identified and recorded, detailing how these were to be mitigated to ensure people’s safety and wellbeing.

The service ensures there are enough staff so that people receive a consistent, reliable and flexible service.

Staff work effectively with people using the service and other agencies to make sure they take their medication.



Updated 14 June 2018

The service was not consistently effective.

Improvements were required to ensure all staff received a comprehensive induction, particularly where they did not have previous experience within a care setting.

Staff receive appropriate training to carry out their role and responsibilities. Staff are supported and receive regular opportunities for formal supervision, however minor improvements are required in relation to these records.

Suitable arrangements were in place to meet people’s nutritional, hydration and healthcare needs.



Updated 14 June 2018

The service was caring.

People received appropriate support and treated with care, dignity and compassion. People are supported to make decisions about their care and support and their independence is respected and promoted.



Updated 14 June 2018

The service was responsive.

Minor improvements were required in relation to the registered provider’s complaint management arrangements. However, people felt confident that if they complained, these would be addressed.

People’s needs are met through the way the service is organised and delivered. People’s care and support needs are identified and staff understand these.

People were supported to have their social care needs met and to be supported to maintain a presence within their local community.



Updated 14 June 2018

The service was well-led.

The management team of the service were clear about their roles, responsibility and accountability and we found that staff were supported by the service and office manager.

Appropriate arrangements were in place to ensure that the service was well-run. Quality assurance arrangements were in place to enable the registered provider and service manager to monitor the service provided and to act when improvements were required.