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Servesoul - Camden Office Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 11 November 2020

About the service

Servesoul – Camden Office is a large domiciliary care agency that provides support to people in their own homes. It provides a service to predominantly older adults. At the time of our inspection there were 102 people using the service. Most people using the service lived in a particular north London borough with a quarter living in two other boroughs in south London.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service:

Staff had received training about safeguarding and knew how to respond to, and report, any allegation or suspicion of harm or abuse. However, a safeguarding concern that arose in May 2020 had not been referred to CQC. This was subsequently notified to CQC by the provider but only after the issue was raised during this focused inspection. The local authority later closed the concern as they believed the service had taken steps to address the learning points from the incident.

The care and support provided to people was usually person centred. People’s care plans and risk assessments were detailed and included information about their care and support needs and preferences. Care staff had the necessary guidance about the support each person required and how people preferred to be cared for.

The service’s recruitment procedures were designed to ensure that staff were suitable for the work they would be undertaking.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and their family were involved in decisions about their care, which was evident in the care plans we viewed and from the feedback we received from people using the service and relatives. During the Covid 19 pandemic reviews had stopped being held face to face and these had to be done using other means, such as telephone calls and online virtual meetings using computer.

Information about people’s religious, cultural and communication needs was included in their care plans.

People were asked about their views of the care and support that they received using telephone calls and handwritten feedback questionnaires. The provider expected people to be asked for feedback every two months, although this had been a little haphazard during the pandemic, it was evident that views were sought.

Rating at last inspection:

The last rating for this service was good (published 14 November 2017).

Why we inspected:

We undertook this focused inspection to follow up on specific concerns which we had received about the service in relation to safeguarding, care practice and management of medicines. A decision was made for us to inspect and examine these potential areas of risk and how this may impact upon other people using the service.

We have found evidence that the provider needs to make improvements. Please see the key questions of safe, effective and well-led sections of this full report.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Servesoul on our website at


We have identified breaches in relation to Regulation 12 (Safe care and treatment), Regulation 13 (Safeguarding service users from abuse and improper treatment) and Regulation 18 of The Care Quality Commission (Registration) Regulations 2009. Changes to the needs for medicines support had not been recorded on medicines records for one person and potential changes to a person’s care and support needs had not been notified to the commissioning local authority. In addition, an allegation of abuse had not been notified to CQC as required by regulation.

Please see the action we have

Inspection areas


Requires improvement

Updated 11 November 2020

The service was not always safe.

Details are in our safe findings below.



Updated 11 November 2020

The service was effective.

Details are in our Effective findings below.



Updated 11 November 2020



Updated 11 November 2020


Requires improvement

Updated 11 November 2020

The service was not always well-led.

Details are in our well-led findings below.