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Inspection Summary

Overall summary & rating


Updated 25 May 2019

About the service:

¿ Ambley Care Limited is a domiciliary care agency registered to provide personal care for people who require support in their own home. Ambley Care Limited is a wholly owned subsidiary company of Medway Community Healthcare (MCH) C.I.C.

¿ Not everyone using Ambley Care Limited receives regulated activity; CQC only inspects the service being

received by people provided with 'personal care'; help with tasks related to personal hygiene and eating.

Where they do, we also take into account any wider social care provided. At the time of our inspection, they were supporting 47 people who received support with personal care tasks.

People’s experience of using this service:

¿ The service had improved since we last inspected it. Everyone we spoke with was positive in their feedback. Comments included; “I had a massive operation and they’ve been great”; “I feel very safe, and I have lifeline” and “I feel safe, I haven’t seen or heard anything, but I would feel confident to raise any issues.”

¿ Care plans contained risk assessments, which was appropriately linked to their support needs.

¿ Processes were in place to identify and reduce any environmental risks to people and care workers.

¿ The service was working according to the Accessible Information Standard (AIS) and its requirements during our inspection. This meant that people were able to communicate effectively with care workers or understand what was going on and involved in decision-making.

¿ People’s needs were assessed prior to receiving a service including the protected characteristics under the Equalities Act.

¿ Staff were skilled in carrying out their role. Trained staff were employed to meet people’s needs. Staff said they were supported by the manager.

¿ People were encouraged to raise any concerns they had or make suggestions to improve the service they received. One person said, “When I had that complaint, I did not call the office, but I told the carer who came the following night. She contacted the office, and someone rang me, and I explained my complaint. The office acted on it immediately and resolved my complaint.”

¿ Staff felt there was an open culture where they were kept informed about any changes to their role. Staff told us the manager was approachable and listened to their ideas and suggestions.

¿ The service had effective systems in place to assess, monitor and improve the quality and safety of the services provided.

For more details, please see the full report which is on the CQC website at

Rating at last inspection:

¿ Requires Improvement (Report published 23 May 2018).

Why we inspected:

¿ At our last inspection on 03 April 2018, we found five breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. These breaches were in relation to our findings, that the provider failed to carry out, collaboratively with the relevant person, an assessment of the needs and preferences for care and treatment of the people who used the service. Further, the provider failed to act in accordance with the Mental Capacity Act (2005), people's capacity to consent to care and support had not been assessed and recorded within their care plans. The provider also failed to assess the risks to the health and safety of service users receiving the care or treatment. The provider had also failed to operate effective quality monitoring systems and failed to provide appropriate support, professional development and supervision as is necessary to enable them to carry out the duties they are employed to perform.

¿ We asked the registered provider to take action to meet the regulations. We received an action plan, which stated that the registered provider would take action to meet the regulations by July 2018. The action plan was continually updated up until 22 March 2019.

¿ At this inspection, we found that improvements had been made in relation to the requirements made above.

Follow up:

¿ We will continue to

Inspection areas



Updated 25 May 2019

The service was safe

Details are in our Safe findings below.



Updated 25 May 2019

The service was effective

Details are in our Effective findings below.



Updated 25 May 2019

The service was caring

Details are in our Caring findings below.



Updated 25 May 2019

The service was responsive

Details are in our Responsive findings below.



Updated 25 May 2019

The service was well-led

Details are in our Well-Led findings below.