Amber Home Carers Surrey

“The registered manager was relatively new to their post, although knew people well as they had been employed at the service for a number of years. Whilst they were keen to make improvements, additional support was required to ensure the quality assurance and governance systems were robust and effective. Audits had not identified gaps in people’s care plans, risk management, timeliness of care visits and the overall monitoring of people’s well-being. Additional oversight was also needed to ensure staff competence was assessed and consistently monitored. In some instances, we found people’s care records reflected their personal circumstances and provided detailed guidance for staff to follow.”

“Spot checks of staff performance were completed although there was no set process in place to monitor this. This meant that where issues were identified these were not always followed up on. Staff told us they felt supported in their roles and were able to raise concerns with the registered manager when required. Staff were aware of their responsibilities to report safeguarding concerns internally although were not always aware of how these could be reported to external agencies, when required.”

“Following our assessment the provider shared information regarding the processes they were implementing to address the shortfalls identified.”

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