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Reliance Care Services Cambridge Requires improvement

This service was previously registered at a different address - see old profile


Inspection carried out on 9 May 2019

During a routine inspection

About the service

Reliance Care Services Limited provides care to people living in their own homes. Not everyone who used the service received personal care. At the time of the inspection they were providing a personal care service to 19 people. 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 and what we found

The provider’s recruitment procedure did not ensure that suitable staff were employed. Not all care plans included sufficient information about people to ensure that each person’s needs would be met by staff. The service was not always well-led because the areas for improvement had not been identified.

Staff knew how to keep people safe from avoidable harm and abuse; gave people their medicines safely and followed good infection prevention and control procedures. The provider ensured that lessons were learnt when things went wrong.

Staff had undertaken training and received support from senior staff to ensure they could do their job well. People enjoyed food that they had chosen. Staff worked with external healthcare professionals to support people to maintain their health.

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 received kind and compassionate care and staff respected people’s privacy, dignity and independence. People were involved in decisions about their care.

People were confident their views would be listened to and complaints would be addressed. Staff were trained to provide end-of-life care. They were supported by external healthcare professionals to ensure that the person had a compassionate and dignified death.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

This service was registered with us on 3 April 2018 and this is the first inspection.

Why we inspected

This was the first inspection of a newly registered service.

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

The registered manager provided an action plan after the site visit. The action plan included ensuring that the recruitment practices were safe and care plans were updated so that all staff had the required information.


We have identified a breach of the regulations in relation to staff recruitment, at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.