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Inspection Summary


Overall summary & rating

Good

Updated 2 October 2019

About the service

Angelwings Homecare is a service providing care and support to people in their own home. At the time of the inspection the service was providing support to 16 people. Not everyone who used the service received personal care; only four of these people were receiving 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 and staff spoke about the ‘Angelwings family’ and comments from people included: “A lovely bunch of people and my life would be completely different without them”, “As soon as they walk into our home they make you feel so special”, and “I’m treated like a normal person.”

The service was exceptional by placing people at the heart of the service and its values. It had a very strong person-centred approach. Staff and managers spoke passionately about the importance of the service’s ethos ‘Quality only happens when you care enough to do your best’ and told us how they provided person-centred care to people when they need it to improve the quality of their lives. People and their relatives all said they felt staff were like extended family. The deputy manager told us, “We don’t tell staff how to deliver quality care, we inspire them to do so.”

People’s needs and wishes were met by consistent staff who knew them well. We observed many examples of staff going ‘above and beyond’; for example, staff had noticed one person becoming more withdrawn and had suggested getting a pet for this person to care for. Following discussions and agreement with health professionals, staff had taken the person to choose a pet and this had significantly helped the person’s mental health.

People and their relatives told us they were treated with great respect for their privacy and dignity. There were examples of where staff had gone ‘the extra mile’; for example, one staff member had slept in the office when they were unable to get home after delivering care and the manager had provided a bed to support this, and one staff member had made an additional Christmas lunch and taken it to a person they support.

The service organised community and individual activities and considered the needs of everyone to ensure these were as inclusive as possible. For example, when planning a trip out which included a visit to a restaurant they planned different activities for people who were unable to eat. People received the same regular dedicated staff. People’s care plans were clearly written and detailed each step to ensure people received the care they had requested. Staff told us they had time to chat to people and the care they provided was not primarily task driven.

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.

The leadership and management team were praised by people and staff for their commitment and passion for the care profession. The service was committed to recruiting the best quality staff and understanding and treating them with understanding and respect. Regular staff meetings took place; these always included a buffet. Staff told us about the positive culture throughout the service and how they constantly looked to learn from each other. Staff explained how proud they were when they were stopped by members of the community whilst wearing their uniform and told they had heard how good the company was.

Thorough and regular audits were carried out and action on any discrepancies was clearly identified and recorded. People were asked their views in person and through quality surveys. These were analysed and thoughtful consideration was given to making improvements. The service took every opportunity to learn and improve.

Staff were rec

Inspection areas

Safe

Good

Updated 2 October 2019

The service remained good.

Details are in our safe findings below.

Effective

Good

Updated 2 October 2019

The service remained good.

Details are in our effective findings below.

Caring

Good

Updated 2 October 2019

The service remained caring.

Details are in our caring findings below.

Responsive

Outstanding

Updated 2 October 2019

The service was exceptionally responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 2 October 2019

The service remained well-led.

Details are in our well-led findings below.