Angelica Care Mid Sussex

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

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

This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s care records were detailed with person-centred information, such as, family relationships, previous occupation and interests. Care plans had a good level of information about how people liked to be supported. For example, a person had requested staff update them with the time of the next staff visit. This was important to the person as their preferences were specific and supported their communication. The registered manager shared examples of the way they and staff had worked with people and their family to increase trust and confidence in receiving support. The provider deployed an online care management system which staff updated when required. Staff confirmed they could access relevant information via the app which ensured people received person centred care.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff confirmed they were introduced to new people before they commenced providing care for them. Staff told us how their rotas were structured ensuring they worked with the same people as often as possible. This continuity ensured staff were able to identify when changes occurred and escalate concerns.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager ensured documents and information was available to people in a format to suit them. For example, the provider was able to provide information in large font or different languages. Staff told us they had information about, and understood, people’s communication needs from care plans, which meant they could support people to fully express themselves.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People’s voices were heard and they could freely make changes to their care and support. The registered manager and management team periodically visited to gain peoples feedback, they also conducted observations of staff practice which acted as another means of receiving direct feedback. Feedback surveys were completed with people, relatives and staff. The provider spoke about how they had made changes based on feedback they had received.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the registered manager and staff showed they understood how to access specialist health or social care support should this be required. Health professionals confirmed staff and managers at Angelica Care Mid Sussex sought advice and made referrals which ensured people received support they needed when they needed it.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The registered manager and staff made sure people had access to health and social care professional support. A health professional told us, “Angelica Care Mid Sussex carers appear to communicate effectively with their seniors who in turn escalate any information or concerns to us. The office is always happy to receive a call from us to discuss people and their needs and/or recommendations.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Senior leaders and staff spoke sensitively about supporting people who were approaching the end of their lives. One staff member told us, “It’s about giving the person the space to talk and listening without saying things like, its going to be alright, because that is not the right thing to say to someone. It’s just being an ear when they need one.” Information was held by the service detailing any specific wishes people may have as to the actions staff should take should resuscitation be required.