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Care Embassy Domiciliary Care Requires improvement


Inspection carried out on 9 August 2019

During a routine inspection

About the service

Care Embassy is a domiciliary care service providing personal care and support to people living in their own homes in the community. At the time of the inspection 18 people were receiving support.

Not everyone who used the service received 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 generally happy with the care they received, the staff who provided their care and they felt safe. Staff were aware of the procedure for reporting any concerns to help keep people safe. There were enough staff to meet people’s needs. Although there was a robust recruitment process in place, we found that the process was not always followed, and pre-employment checks were inconsistent. We have made a recommendation in relation to pre-employment checks being completed, details are in the safe section of the main body of the report.

People were supported, when required, to receive their medicines regularly and staff completed the medicine administration records. Staff were aware of how to reduce the risk and spread of infection. The registered manager told us they had not had any accidents or incidents so could not share any examples of learning with us.

Staff obtained people's consent before supporting them. People were supported where required to eat and drink sufficient amounts to remain healthy and were supported to access healthcare professionals when required. 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.

People liked the staff that cared for them. People told us that staff were caring and kind. They told us the staff always asked them what they would like help with and supported them in the way they wished to be supported. People were involved in their care planning and staff made sure they respected people's dignity and privacy. Staff worked well as a team and did their best to ensure people were able to continue to live in their own homes.

People told us the staff managed past complaints well? and concerns were quickly addressed which meant they did not escalate to a formal complaint. Peoples view were sought through a variety of methods.

The registered manager did not have any quality assurance systems or processes in place at the time of the inspection. They told us the service was very small and they did some of the care delivery themselves so had an overview of the service. However, there were no records to verify any quality checks or audits. We have made a recommendation in relation to establishing a robust quality assurance system, details are in the well led section of the main body of the report. During the inspection we found records to be inconsistent and incomplete. The registered manager told us they were going to introduce quality assurance and audits within the next few months.

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

Rating at last inspection

This is the first inspection since the service was registered on 7 August 2018.

Why we inspected

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


We have made a recommendation in relation to the provider following their recruitment policy and consistently completing pre-employment checks.


We have identified a breach of regulation due to the provider not having quality assurance systems in place to monitor the overall safety and quality of the service.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspec