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Servesoul - Camden Office Requires improvement


Inspection carried out on 14 September 2020

During an inspection looking at part of the service

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 carried out on 25 September 2017

During a routine inspection

Servesoul - Camden Office provides domiciliary care services to people living in the community in their own homes. There were currently 2 people using the service. The service provides personal care to older people living with dementia who also have other personal care needs.

This is the first inspection of the service since initial registration in November 2016.

A company director was also the registered manager. A registered manager is a person who has registered with the Care Quality Commission [CQC] 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.

People using the service had a care plan which contained information about the person and their care needs and requirements. As part of the care planning process, senior staff carried out risk assessments which covered the home environment, moving and handling and health and safety.

Care staff were able to identify types of abuse and were clear about the actions they would take if they had any concerns.

The registered manager and care staff had a good understanding of the Mental Capacity Act 2005 and how this impacted on the provision of care and support. Care plans demonstrated that mental capacity assessments took place. Action that was needed as a result of people lacking capacity was taken.

Care staff told us, and documents confirmed, that they received training in the safe administration of medicines. The registered manager and deputy manager monitored medicines recording and administration and there were robust systems in place to ensure this was managed safely.

The service had safe recruitment processes in place which included obtaining references and the completion of a criminal record check prior to the care staff commencing their employment. Care staff we spoke with told us that they felt supported in their role and received regular supervision. As care staff had all been working at the service for a little over six months annual appraisals had not yet taken place although the registered manager told us this would occur when they were due.

Care staff, when they first started working at the service, received an in-house induction and training in all mandatory subjects which included first aid, safeguarding, moving and handling and medicine administration.

Spot checks took place in order to monitor the care and support provided to people along with regular reviews of people’s care and support needs. No missed or late visits had occurred.

The service had a complaints policy which was given to people using the service and relatives. The registered manager reported that they had not received any complaints.

As the service was relatively new, operating quality assurance questionnaires had not as yet been completed. However, being a small service there was regular contact with people by the registered manager and deputy manager.

As a result of this inspection we found that the provider met all of the key lines of enquiry that we looked at. Please refer to the main body of this report for further details.