Understanding Home Care Options: CQC-Registered vs. Introductory Agencies

A small group of Care Workers listening during a staff meeting.

When families begin looking for home care, they often encounter a mix of options. These range from CQC-registered agencies to introductory platforms that connect clients with independent carers. Although these services might look similar at first glance, they operate very differently behind the scenes. Understanding those differences is crucial when deciding who will provide care and support for yourself or a loved one.

What Is a CQC-Registered Home Care Provider?

A Care Quality Commission (CQC)-registered home care agency, like Chamomile Care, is a fully regulated organisation that provides or manages personal care. This means the agency is legally responsible for:

• Recruiting, training, and supervising carers

• Carrying out background (DBS) checks and ensuring compliance

• Managing schedules, cover, and care plans

• Ensuring quality and safety under national regulations

  
  

All CQC-registered providers are inspected and rated against strict criteria: Safe, Effective, Caring, Responsive, and Well-Led. At Chamomile Care, we are proud to be CQC-rated “Good” overall with “Outstanding” in Caring. This reflects our commitment to compassionate, professional care at every visit.

What Is an Introductory Agency?

An introductory agency (sometimes called a personal service company (PSC) or a care-matching platform) simply introduces clients to independent, self-employed carers. The agency itself doesn’t deliver or manage care — its role ends once a carer and client are matched. Key characteristics include:

• Carers are self-employed, not employed by the agency.

• The client becomes the employer — responsible for contracts, tax, pension, and insurance.

• No CQC regulation, as the agency is not legally providing personal care.

• Carers work independently, setting their own fees and terms.

  
  

These agencies can appear cheaper on paper, but that’s because the costs and responsibilities normally handled by an employer are shifted to the client.

Comparing the Two Models

Feature	CQC-Registered Home Care Provider	Introductory Agency
Regulation	Fully regulated by the Care Quality Commission (CQC)	Not regulated by CQC
Employment	Carers are employed, insured, and trained by the provider	Carers are self-employed and responsible for their own cover
Accountability	Provider manages schedules, complaints, and quality	Client manages all employment and service issues
Continuity	Backup carers and consistency of staff are guaranteed	No guaranteed continuity or cover
Liability & Insurance	Covered by the provider’s policies	Must be arranged privately by the client
Training & Supervision	Ongoing professional development and compliance audits	Varies by individual carer
Cost Transparency	Clear hourly rates and invoicing	May appear lower, but excludes employer costs and admin
Best for	Families seeking regulated, reliable, long-term care	Clients confident managing their own carers directly

Why Regulation Matters

CQC regulation ensures your care provider meets national standards of safety, competence, and accountability. It means there’s:

• A registered manager responsible for care quality.

• Mandatory training and supervision for every carer.

• Insurance, pensions, and protections for staff.

• A clear process for complaints or changes to care.

  
  

If something goes wrong, there is a formal structure in place to resolve it. This gives peace of mind that doesn’t exist with unregulated arrangements.

Making the Right Choice for Your Family

Choosing the right care is one of the most important decisions you’ll make. While introductory agencies can suit some families who prefer to employ carers directly, most people value the security, oversight, and continuity that comes with a CQC-registered provider.

At Chamomile Care, we:

• Employ and support all of our Care Workers.

• Maintain full CQC compliance.

• Deliver person-centred care plans designed around each client’s needs and preferences.

  
  

You remain in control, but with the confidence that every aspect of care is professionally managed and regulated.

The Importance of Personalised Care

Personalised care is essential for enhancing the quality of life for individuals receiving home care. At Chamomile Care, we understand that every client has unique needs and preferences. Our approach is to tailor our services to fit those requirements.

Understanding Individual Needs

We take the time to understand the specific needs of each client. This includes their medical history, daily routines, and personal preferences. By doing so, we can create a care plan that truly reflects what they need to live comfortably and happily.

Building Trusting Relationships

Building a trusting relationship between the carer and the client is vital. Our carers are trained to communicate effectively and empathetically. This helps in creating a bond that fosters trust and comfort, making the care experience more pleasant for everyone involved.

The Role of Family in Home Care

Family involvement is crucial in the home care process. We encourage families to participate in care planning and decision-making. This ensures that the care provided aligns with the family’s expectations and the client’s needs.

Open Communication

We promote open communication between families and our care team. Regular updates and feedback sessions help in adjusting care plans as needed. This collaborative approach ensures that everyone is on the same page and that the client receives the best possible care.

Supporting Families

We also provide support to families. Caring for a loved one can be challenging, and we are here to help. Our team can offer guidance, resources, and emotional support to families navigating the complexities of home care.

Conclusion

In conclusion, understanding the differences between CQC-registered home care providers and introductory agencies is essential. The choice you make will impact the quality of care your loved one receives. At Chamomile Care, we are dedicated to providing high-quality, compassionate care that meets the unique needs of each client.

If you’re exploring care options in Abingdon, Oxford, Didcot, Witney, Wallingford, or anywhere in between, our friendly team is here to help. Call 01235 617737 or contact us online to arrange a free, no-obligation consultation. We look forward to supporting you and your family during this important journey.