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Insource Select Limited Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 12 June 2019

About the service

Insource Select Limited is registered to provide personal care to people living in their own homes. At the time of the inspection five people and a child were being supported with personal care. The agency also ran a day centre and supported other people with tasks other than personal care, such as shopping and cleaning. The main office is located in High Wycombe and forms part of the Source group which is based at the same address.

People’s experience of using this service

People were happy with the service provided. They felt the agency provided a safe and caring service. A person commented “Staff are caring and they are in the right job. They have a sensible outlook on life, level headed, competent and plan ahead.”

People felt involved in their care.They contributed to their assessment, care plans and reviews. They had a choice of staff who worked with them. Prior to the commencement of the package of care a “meet and greet” session was arranged with the selected staff member to give the person the opportunity to decide if they were happy with the staff member. The agency contacted them after the visit to get their feedback and act on it.

We found records were not suitably maintained. This was because records were not routinely signed, dated or some records were not available. Auditing of the agency was not established and scheduled which meant issues we found in relation to recruitment records, supervisions, people’s risk assessment and daily records were not picked up and addressed.

The agency had sufficient staff available to support people. Recruitment was on going to meet the demands and expansion of the agency. However, recruitment practices were not in line with Regulations. This was addressed immediately following the inspection. We have made a recommendation for recruitment to be monitored and kept under review to safeguard people.

People were assessed and their needs and risks identified. Improvements were required to the agency’s risk management to ensure all risks were identified and mitigated. We have made a recommendation to address this.

Staff were suitably inducted and trained. They felt supported but regular one to one supervisions were not taking place. We have made a recommendation for one to one recorded supervisions to commence.

Systems were in place to safeguard people. Their health and nutritional needs were identified and support provided where this was required.

People had care plans in place which outlined the support they required at each call. They were provided with information on how to access complaints and their communication needs were identified and met.

People, staff and professionals told us the service was well managed. The registered manager was committed and passionate about providing a person-centred service to people. However, as the agency had grown their workload had increased which impacted on their time and the management of the agency. The provider and registered manager had already recognised the increase in the workload and the staffing structure was being reviewed to have a deputy manager and other administration staff to support the registered manager in the role.

Rating at last inspection

The agency was registered with the Commission on the 4 April 2018. Therefore, this was the first inspection of the agency.

Why we inspected

The inspection was a scheduled inspection to check the safety and quality of care people received.


At this inspection we identified a breach of the Health and Social Care Act (Regulated Activities) Regulations 2014 around good governance. As a result, the overall rating for this service is rated 'requires improvement'.

Follow up

We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Inspections will be carried out to enable us to have an overview of the service, we will use information we receive to inform future inspections.

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Inspection areas



Updated 12 June 2019

The service was safe

Details are in our Safe findings below.



Updated 12 June 2019

The service was effective

Details are in our Effective findings below.



Updated 12 June 2019

The service was caring

Details are in our Caring findings below.



Updated 12 June 2019

The service was responsive

Details are in our Responsive findings below.


Requires improvement

Updated 12 June 2019

The service was not always well-led

Details are in our Well-Led findings below.