Angelic Care

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 newly 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. Care plans were developed with people and their families, and they were updated whenever changes were needed. A family member told us that staff had made adjustments to make sure that [Name] was supported in a way that did not cause them anxiety when staff entered their home.

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 professionals in the community to co-ordinate services to meet people’s needs. This helped to promote a consistent approach to the delivery of care. One relative told us "They send the same staff so [Name] can build relationships". Staff knew people and their needs well.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were given information in a way which met their individual needs. The management team had a good understanding of the importance of effective communication when caring for people. Various tools were available to aid communication with people. The registered manager told us "We talk to people and use picture cards if needed - everyone should have the opportunity to make their needs known. We observe their body language or facial expressions and learn what different things mean".

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 and their relatives felt listened to and confident to contact the service if they needed anything. The service used spot checks, and people were invited to complete questionnaires to monitor quality and ensure people were happy with their care. The registered manager told us that people were visited periodically to make sure they were happy with the care provided. Any concerns identified would be addressed and followed up to make sure the issue had been resolved. However, we identified the service was not looking at concerns service-wide, and so missing opportunities to identify trends. This was discussed with management, who added this to their audit process after our feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider worked in close partnership with health and social care partners to ensure people had access to the support, equipment and services they needed when they needed it.

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. Staff had training in equality and diversity and understood the importance of working without judgement and prejudice.

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. The registered manager told us that they discussed this with people and their families to make sure any special needs or wishes were acknowledged and acted on. This was recorded in people’s care plans. Staff had received training and worked alongside district nurses and palliative care teams to support people throughout this stage of their lives. Staff were supported by the management team when providing palliative care to people and were relieved during a shift if they were overwhelmed. Counselling was available should staff need it.