The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Ernest Care Bureau

12 Kings Keep, Beaufort Road, Kingston Upon Thames, Surrey, KT1 2HP (020) 7099 5998

Provided and run by:
Ernest Care Bureau Limited

All Inspections

6 December 2013

During a routine inspection

During our visit we spoke with the manager and three members of staff. Due to communication and sensory impairments we did not speak with people who used the service, instead we spoke with an advocate or family member.

People's diversity, values and human rights were respected. We found that people's needs were assessed that took into account their personal history, beliefs, interests and preferences. Family and advocates of people who used the service told us that care workers were respectful and understood the needs of the people they supported. They also informed us that they had been involved in the care planning process and were regularly consulted by the provider. 'I am kept well informed and involved'.

We saw that risk assessments were completed as part of the care planning process to ensure that an individual's needs were met safely. Staff had attended safeguarding training and Criminal Reference Bureau (CRB) checks (now called Disclosure and Barring Service checks) were made prior to employment commencement. We saw evidence to support that quality assurance systems were in place to review and monitor care records against the care delivered. Advocates of people we spoke with told us that that if they had any issues they were confident that they would be listened to and acted upon. 'Any issues I would contact the manager to discuss them'.

7 August 2012

During a routine inspection

All of the service user questionnaires reviewed by the inspector commented positively about the care and support provided by the agency. Comments were made via questionnaires and review forms. People rated the agency as "excellent" or "good" in respect of staff attitudes, punctuality and information.

This inspection focused on the systems and processes of the agency itself and there were no service users present. However, we saw evidence of regular contact between the agency and people who use the service and that people's views are actively sought through care assessments, questionnaires and telephone contact with the office.