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Inspection carried out on 22 February 2018

During a routine inspection

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.