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Inspection carried out on 16 December 2019

During a routine inspection

About the service

Amber Home Carers is a domiciliary care agency providing personal care and support to people living in their own homes. The agency offered care to younger and older adults. At the time of our inspection two people were using the service. The provider also owned a property which they were establishing as a supported living home for up to four younger adults with learning disabilities. No one was using this service at the time of the inspection, although this would fall under the remit of this service once it started operating.

The service is owned and managed by a private company who have one other branch providing care and support in Southwest London.

Not everyone who uses this type of service receives personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People were happy with the service they received. They told us they had been involved in planning their care and the agency had been flexible and adjusted the care packages to reflect their needs and wishes. People told us the staff were kind, supportive and appeared well trained and knowledgeable.

The provider's systems for recruiting staff had not always been followed because the provider had not obtained written references in respect of all staff. We discussed this with the registered manager. In some cases, previous employers had not provided requested information. The registered manager agreed to make sure other checks on their suitability took place, for example additional monitoring and supervision. All staff had been interviewed and completed an induction to the service, which included a range of training and competency assessments.

There were enough staff employed to care for people, but sometimes they did not arrive on time for care visits because of problems with transport. People told us the agency informed them when this was the case but it sometimes led to problems. The registered manager was aware of this and was trying to improve the time allowed for staff to travel between visits.

People's needs and preferences had been assessed and there were care plans to describe how these needs should be met. The registered manager and senior staff had regularly reviewed these to make sure they remained relevant and up to date.

The agency had effective systems for monitoring and improving the quality of the service, as well as investigating and responding to complaints, accidents and incidents. The registered manager and senior staff had a good overview of people's needs and worked alongside the staff in providing care. People using the service told us they felt able to speak with the registered manager and they had addressed concerns they had raised.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This was the first inspection of the service since it was registered on 16 April 2018.

Why we inspected

This was a planned inspection based on the date of registration.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.