Aurora Home Care Ltd

Updated 16 October 2025

We carried out this assessment of Aurora Home Care Ltd on 4 and 5 November 2025.

Aurora provides personal care to people living in their own homes, including older adults and people with physical health needs. At the time of our visit, the service supported 57 people.

We identified areas requiring improvement in governance, risk assessments and care planning. Risk assessments were often incomplete or absent, and care records lacked person-centred detail about preferences, aspirations, and health goals. There was no evidence of significant harm, but these issues posed an ongoing risk if not addressed. Systems for monitoring outcomes and learning from incidents were underdeveloped, and medicines management required some improvement and better oversight. These shortfalls meant the provider could not fully demonstrate safe and effective care, despite staff knowing people well and mitigating risks in practice.

The registered manager acted promptly to address concerns during the inspection and has begun implementing improvements, including strengthening audit systems and planning additional training. The pace of change and improvement needed increasing. We have asked the provider for an action plan in response to the concerns found at this assessment.

The provider had started introducing Oliver McGowan training to support people with a learning disability. Governance systems, including audits and medicines oversight, were still being developed and need to be embedded to ensure sustainable improvement.

Staff demonstrated a good awareness of people’s needs and people we spoke with gave generally positive feedback. This included regarding staff reliability, kindness, call times, personal preferences and needs.

Staffing levels were safe and there was no evidence of missed or significantly late calls. There were effective processes in place for ensuring safety in this area.

The registered manager was open about the challenges facing the service and had taken some steps to make recent improvements, such as additional supervisors in post.

Updated 16 October 2025

People and relatives consistently praised staff for their kindness, reliability, and flexibility. One person told us, “They’re all lovely. I couldn’t fault them.” Another said, “Yes, I would recommend them. They’re the best ones we’ve had. I think the staff seem to stay longer. They seem to keep hold of their staff. They’re really nice to [person].” Staff were described as approachable and responsive, and people felt reassured that help would be provided promptly in emergencies. Another said, “Yes, very safe. They are all friendly and they treat you like a normal person.” People and relatives confirmed staff were almost always on time and were reliable. There was some mixed feedback about the proportion of newer staff with less experience, but people felt safe. People and relatives liked being able to see rota planning on the online system. One said, “I have got a link from an email so I can go on and get access through a QR code. We can see how she is in the morning and how she’s feeling.” People told us they felt safe and respected, and staff promoted independence and choice in day-to-day care. One person said, “They go into the kitchen and make her meals and cups of tea. They cook her a proper meal – fruit and veg and meat.”