Angelica Care Mid Sussex

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this registered service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their family members all told us staff treated them with kindness and compassion and their dignity was maintained. For example, one family member told us, “I noticed how genuinely caring the staff are especially asking if they can start care.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care plans contained information about people’s life history as well as any preferences or individual requests they may have as to how care should be provided. People and family members confirmed they had consistent staff who knew them. The registered manager and staff spoke about people with respect and admiration. For example, staff had spent time getting to know people to understand their needs and preferences including an awareness of the importance of communication. One staff member told us, “We were supporting a person who cant speak at all, we would be looking at body language and eye contact. With one person we care for, when we started you could tell that they were quite nervous and would be quite reluctant but now they are very relaxed during care as we have got to know them and they are responding well, they smile. Its looking past and not forgetting that because they can’t speak, they are still very much there and can hear us.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well being. Staff and leaders gave examples of how people had been supported to maintain control over their care and treatment, this included them being supported to retain support from Angelica Care Mid Sussex staff in partnership with alternative support arrangements. A staff member told us, “[Named person] has been a customer for a long, long time, they like consistency because they feel more comfortable with some of us who have known them longer.” This resulted in people being supported to maintain as much control as possible whilst adjusting to changes with their care and treatment.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People were supported by a core group of staff to promote a continuity of care. People, family members and staff all confirmed there were care plans in place and these were reviewed on a regular basis with people and, when required, updated with any changes. Staff had access to technology so they could quickly raise or respond to concerns about people or update the management team if there was an incident or if people’s needs had changed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were well supported and felt highly appreciated by the provider and management team. A staff member told us,” It's a really supportive team to work for and it’s the best thing I have ever done, you are never on your own, we have so much support.” The provider promoted staff well- being and told us how new staff had often joined Angelica Care Mid Sussex following being recommended by people and staff. Staff told us they felt empowered, able to seek support and feedback at any time and valued by senior leaders. One staff member said, “I feel happy to ask if I don't understand anything and [senior staff] are always helpful too.” This culture was driven by the provider and was apparent through staff support and enablement mechanisms and resulted in people being supported by staff who were empowered to do their job well.