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Archived: Amber Home Carers Good

The provider of this service changed - see new profile


Inspection carried out on 16 November 2015

During a routine inspection

We carried out an inspection of Amber Home Carers on 16 November 2015. This was an unannounced inspection.

Amber Home Carers provides a range of services to people in their own home including personal care, companionship and shopping in the London boroughs of Richmond-upon-Thames, Wandsworth and Ealing. At the time of inspection there were 62 people using the service, including 22 people receiving personal care.

A registered manager was in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People who used the service told us they felt safe. Staff had received training about safeguarding and knew how to respond to any allegation of abuse. Staff were aware of the whistle blowing procedure which was in place to report concerns and poor practice.

There were sufficient staff employed to provide consistent and safe care to people, with people receiving care from the same small team of staff.

People received their medicines in a safe way and staff had received training in the types of medicines people received. Staff recorded medicines taken by people in an appropriate medicines record sheet.

The manager and care co-ordinators had a good understanding of the Mental Capacity Act 2005 and had received training in this area to meet people’s care needs.

Staff helped ensure people who used the service had food and drink to meet their needs. Some people were assisted by staff to cook their own food and other people received meals that had been prepared by staff.

Staff knew people’s care and support needs. Care plans were in place detailing how people wished to be supported and people were involved in making decisions about their care. There were regular home visits and telephone spot checks carried out by the service to monitor the quality of service and the care practice carried out by staff.

People told us that staff were kind, caring and efficient.

People who received care remained independent and in control of their decision making and choices. People had access to health care professionals to make sure they received appropriate care and treatment. The service maintained accurate and up to date records of people’s healthcare and GP contacts in case they needed to contact them.

A complaints procedure was available and people we spoke with said they knew how to complain, although no one said they had needed to. The service maintained records of compliments and complaints and recorded how these were resolved.

People had the opportunity to give their views about the service. There was regular consultation with staff, people and/or family members and their views were used to improve the service. Regular audits were completed to monitor service provision and to ensure the safety of people who used the service.

Inspection carried out on 10 January 2014

During a routine inspection

During our visit we spoke with three people or their relatives who used the service, three members of staff and the registered manager.

People who used the service or their families were involved in the arrangements about how care was provided. We saw that people’s likes, dislikes and normal daily living patterns had been discussed. One person we spoke with told us, “Yes absolutely involved in the care plan”.

People who used the service were very satisfied with the care that they or their relative received. One person commented, “They are very efficient and the quality of care is outstanding”. Care plans were individualised to the persons needs and care was planned and delivered in a way to ensure people’s safety. Policies and procedures were in place for safeguarding vulnerable adults and staff had received safeguarding training.

Staff attended a structured induction program and received annual refresher training. Additional courses were available for staff to attend when caring for people with specialist needs. We observed the provider had an effective system in place to assess the quality of the service including spot check audits of care workers delivering care. Regular surveys were conducted by telephone contact to establish if the expectations of the service were being met.