Reflections Community Support

The Care Quality Commission (CQC) only inspects services where personal care is provided this includes assistance with tasks related to personal hygiene and eating. Where applicable, any wider social care provided is also considered.

The provider had a manager registered with the Care Quality Commission, ensuring that both the registered manager and the provider were legally accountable for the operation of the service and the quality and safety of care delivered. Governance systems were in place; however, some improvements were required to strengthen oversight. A couple of supervision records had not been completed consistently in line with organisational expectations, and a training gap was identified in relation to continence support. This shortfall was acted upon promptly, and relevant staff were provided with the required training to ensure competence in this area.

Recruitment procedures were safe, with appropriate checks conducted to ensure staff were suitable to work with people using the service. People experienced punctual and consistent care, and staffing arrangements supported continuity. Infection prevention and control measures were effective, PPE was accessible, and staff followed established procedures. Medicines were managed safely in accordance with recognised best practice.

Care plans were in place and regularly reviewed to reflect changes in need. The provider responded flexibly to ensure continuity and coordinated working, and information was communicated clearly while maintaining confidentiality. Complaints were managed in line with policy, with concerns acknowledged, investigated and used to improve practice. Adjustments were made to ensure fairness, equity and timely access to care and support.

The provider collaborated with external professionals and community organisations, enabling coordinated, holistic care and supporting people to maintain wellbeing and community connections.