Servesoul - Camden Office

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

At our previous inspection in 2022 the provider was not able to evidence that oversight of the service had continually addressed previous shortfalls including the skills and knowledge about what was required in the service leadership. An example of this was about making statutory notifications to CQC and understanding what was required in this area. A commissioning authority told us that this had much improved and the service was demonstrating their ability to work in partnership and with shared aims and understanding of expectations. What we found at this assessment supported that view of improvement and that the systems now in place could help to make this sustainable. The service provider had effective systems in place to record and hold information in a secure way. The registered manager told us that these processes for keeping information secure were emphasised to all staff. Staff were provided with advice, training and guidance by the provider and registered manager. The provider had systems in place to monitor visits to people and respond if there were any sudden unexpected changes to staff availability or ability to make visits at agreed times. The service was clear about the expectation that care staff would contact the agency if there were any matters that needed to be raised in order to continue to care for people safely and well. Care staff we had contact with all told us that they believed they were supported and readily able to contact the service if an emergency arose during their visits to people. The service liaised with other health and social care professionals. Feedback we received from two commissioning local authorities confirmed this. The service was involved with local partners in the geographical areas where they supported people. The registered manager informed us that they believed it was vital to share local experiences and knowledge amongst other providers offering care at home services.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Care staff usually had the cultural and linguistic knowledge necessary to respect and address people's heritage and communication needs. The feedback received from staff raised no concerns about the way in which the service treated them or respected their cultural and religious heritage. The registered manager told us that securing a diverse workforce to closely match with people’s needs was a challenge at times although they believe that their efforts in this regard were successful as far as possible.

The provider had clear policies in place and the feedback received from people using the service, relatives and staff demonstrated these were acted upon.

Feedback from care staff was complimentary about the leadership of the service and how they were supported by mangement.

The provider maintained effective systems for day to day mangement of care and staffing provision.

Feedback was positive about how the provider listened to people's views and acted when changes were needed.

The provider clearly emphasised to people that they have a right to be heard and how they could raise whatever they wished to.

Staff were very clear about how the provider supported them, recognising the value that a diverse workforce has for the service.

The provider was transparent about letting people using the service, staff and others know of their committment to challenging discrimination and positively valuing the diversity of all.

Care staff told us of how readily they could seek advice and act in the best interests of people using the service, promoting effective and safe care.

There were clear care planning and oversight systems in place to oversee the effective provision of people's care in partnership with people using the service and staff.

No one who spoke with us had any concern abouty the service failing to respond to their care and support needs.

The provider was able to evidence the oversight they had of the service and how they acted upon changes and improvements as necessary.

The stakeholders believed the service had made necessary improvements and there was trust that the provider managed a safe service in people's best interests.

Monitoring and oversight processes were in place to review such areas as medicines, risks to people, care planning and visiting schedules.

Care staff without question believed that the provider was committed to continuous learning and improvement. This area received positive comments from staff who believed it enabled and supported them in performing their duties.

There were clear processes for staff induction, training, and refresher traininig and learning about best practice from other care providers in the local network.