Star Angel Care Limited

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 was the first assessment of this registered service under a new provider and therefore we assessed all quality statements from this key question. Based on the findings of this assessment, our rating for this key question is 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 and relative told us they were involved in planning their care and support and were able to share their preferences for how they wished to receive care. People and relatives told us they were supported by staff who knew them well.

Care plans reflected people’s care and support needs. Care plans informed staff about people’s specific choices and preferences about their support. Care plans contained specific information about people’s support routines and the items they would need which ensured their support would be how they wanted it.

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. The provider worked with services that people needed to ensure their care and support needs were met. In some instances, the staff team worked together with families to deliver care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Staff identified and recorded communication needs. They helped ensure people received information in ways they could understand. Care plans recorded individual communication preferences.

Systems were in place to hold confidential information, and the provider had systems to ensure compliance with the UK General Data Protection Regulations (UK GDPR). Service records were kept locked away or were password protected on electronic devices. This helped to ensure people’s private and sensitive information was only shared with authorised persons.

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.

The service had a folder for complaints and for compliments. They conducted surveys to obtain feedback from people, relatives and staff. Staff meetings and individual supervision meetings were held and gave staff an opportunity to provide feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People received care and support in line with their assessed needs, and the provider ensured this was delivered equitably, regardless of a person’s background, language, or culture. The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider had policies and procedures around equality and diversity. Staff told us they had received training in equality and diversity. This helped to ensure they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Relatives told us that people were treated fairly and raised no concerns about discrimination or inequality in relation to their care. Management told us people’s needs and preferences were assessed before the provider agreed to commence care services. This helped to ensure people’s needs could be met. People’s care plans contained information in relation to how their social, cultural and spiritual needs should be met.

The provider had a programme of training that covered equality, diversity, and inclusion. Staff were aware of the importance of treating people equally regardless of their abilities, their background or their lifestyle.

At the time of assessment no one was receiving end of life care. The staff we spoke to told us they were not currently supporting anyone on end-of-life care. The registered manager said if they supported someone with end of life care they would develop a care plan to discuss the person's wishes and would ensure staff were adequately trained.

Systems were in place to discuss end of life care and planning for the future, to ensure people’s needs and wishes were identified, should this type of care be required.