Angels Domiciliary Care Limited Also known as Angels South East London

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 service. This key question has been rated as good. This meant people were treated with dignity and respect and involved as partners in their care.

This service scored 85 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. People told us all staff and the registered manager treated them with kindness and compassion. We received comments like, “[Staff] are very caring people.” and “They all treat me with kindness, and I am very happy with my care. They are all very caring people, and I have no complaints with any of them.” Staff ensured people received compassionate support because they knew people and their histories. An example of this was when a member of staff noticed a person was struggling with loneliness following the passing of their partner. On Valentine’s Day, the staff member brought the person a single rose to mark the day. The person was very grateful for the thoughtfulness of staff and expressed their gratitude to the member of staff and registered manager. People told us their privacy was always respected, and care was never delivered without staff seeking consent first. Staff told us they had time to develop relationships with people. A member of staff told us, “We aim to build rapport and trust with people. I have lovely clients, and I feel like I am caring for friends sometimes. It’s all about building rapport and making people feel comfortable while supporting them.”

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. The service had an equality and diversity policy in place, and staff had received training in equality and diversity. Care plans contained information about people’s personal, cultural, social and religious needs. Although people told us they overall they did not have any specific cultural preferences at the time of the inspection, they were confident these would be adhered to by the service if required.People told us staff were considerate to their protected characteristics in relation to social and religious needs. People were supported to access the community with shopping, social or medical trips as required.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us they were involved with decisions in relation to their care and support. Staff understood how to respect people’s choices. One staff member told us, “Sometimes people’s choices might change at the time of a visit, or they might request it to be changed. We have to take this into account and ensure their care plans are more personalised.”

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 told us they felt their needs and wishes were listened to and that staff did what they could to support them well. A relative told us, “If any quick changes to the care plans are needed, I can contact the office, and they will sort it. For example, I needed a time change of half an hour recently. I called the office and [the registered manager] sorted it out immediately.” People told us staff could notice and manage if someone is becoming upset or distressed, and they would manage this well. A relative told us, “[Staff] are all so helpful, they leave notes for one another so we can see what the pattern with person’s [behaviour] is.” The information provided supported staff were able to respond to people’s immediate needs effectively.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. Staff told us they felt valued and treated in a way which supported their own wellbeing. Staff told us they received good training and supervision, which helped them support people. Staff told us they had opportunities to feedback opinions, ideas and concerns to the registered manager and they felt supported by the registered manager and the management team. A staff member said, “The [registered manager] is very good. We have a messaging application group where the [registered manager] will check in to ask how things are going. The [registered manager] makes [individual] appointments with us as well. The registered manger and their manager are both very supportive. They like their staff to be happy so that people are happy.” The service had a well-being corner, where staff were able to post messages anonymously about how they were feeling, ideas for the service, what went well or what didn’t go well through the week. These messages were collected at the end of each week and reviewed. Issues raised were discussed during wellbeing meetings and ways forward to improvement were sought. This ensured the wellbeing of staff was always considered and reviewed.