Reliance Care Services Cambridge improved from Requires Improvement to Good following a focused inspection of Safe, Responsive and Well-led domains, having successfully addressed previous breaches of Regulation 19 (recruitment) and Regulation 9 (person-centred care). The service demonstrated safe practices, personalised care planning, effective governance and strong leadership at the time of inspection.
Strengths
· Safe recruitment practices were followed after previous breach of Regulation 19, ensuring fit and proper persons were employed.
· Person-centred care plans in place detailing individual needs, preferences, likes and dislikes after previous breach of Regulation 9.
· Medicines managed safely with staff training, competency checks and monthly audits by management.
· Effective quality assurance system with regular audits identifying areas for improvement and action plans.
· Registered manager provided hands-on care alongside staff, fostering an open and supportive culture.
Reliance Care Services Cambridge was rated Requires Improvement overall at its first inspection, with breaches of Regulation 19 (unsafe recruitment practices) and Regulation 9 (incomplete care plans) identified. Strengths included safe medicines management, compassionate care, effective staff training, and strong external professional relationships.
Concerns (4)
criticalStaffing levels: “Employment history and references about previous work in a care setting were not always available. The nominated individual told us that they had not requested more information as they had known the applicants personally.”
moderateCare planning: “Not all care plans included the information staff required to meet people's needs. For example, one care plan did not include the information that the person was living with dementia.”
moderateGovernance: “Audits were completed on a wide range of areas within the service. However the audits had not identified the improvements needed with the care plans and recruitment procedures.”
moderatePerson-centred care: “Failure to ensure care plans are up to date means that people's needs may not be met in a safe way or in the way that they prefer.”
Strengths
· Staff knew how to recognise abuse and had good understanding of safeguarding systems and procedures.
· Medicines were safely managed and administered by staff competent to do so, with MAR audits in place.
· Staff had received training and regular supervision; new staff completed the Care Certificate.
· People received kind and compassionate care with dignity and respect consistently reported by service users.
· Strong links with local health and social care professionals to support people moving between services.
Quality-Statement breakdown (22)
safe: Staffing and recruitmentRequires improvement
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies; supporting people to live healthier livesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and controlRequires improvement
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture; continuous learning and improving careRequires improvement
well-led: Duty of candour; engaging and involving people, public and staffGood
well-led: Managers and staff understanding quality, performance, risks and regulatory requirements; working in partnershipGood