Angelic Care

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.This is the first assessment for this service. This key question has been rated Good: This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 68 (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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. The provider and registered manager showed a clear understanding of their role in developing the service's values of dignity and respect. A family member told us "The registered manager does visits themselves. They like to know their clients and what they need". Staff told us that they would be happy for their family members to be supported by the service.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The management team understood their regulatory responsibilities. The registered manager and wider management team demonstrated dedication and commitment, collaborating closely with staff, healthcare professionals and people who used the service. They were open, honest and responsive to our findings throughout our assessment and were aware of the improvements needed to systems and processes to improve the quality of the service.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People told us the staff were good, any problems were investigated thoroughly, and a response was provided. A family member said that they had made a complaint in the past, and the management had responded appropriately. The management ensured staff felt supported and listened to. Staff felt confident to go to the management team to raise any concerns both personally and work related. One staff member told us “I raised a concern, and it was dealt with quickly. I was advised of the outcome and actions taken".

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. Staff were happy and felt well supported. Staff received regular supervision meetings, training and appraisals to promote them to continuously develop and learn in their role. One told us "I like how supportive everyone is".

Although the provider had systems in place and managers held defined roles and responsibilities, these were not always supported by effective governance or accountability structures. While audits and reviews were being conducted, they often lacked the necessary depth to identify key risks and issues. For example, there were 2 systems in place for care planning (paper records and an online system), and not all information was recorded in both. However, there was no information to identify what information was held where. Audits of care plan reviews had failed to detect the lack of evidence of these in the paper files which was identified by the inspection team. The management team acted during the assessment to address this.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. Systems and processes were in place to ensure continuous partnership working was maintained and people received the correct support and care. The provider engaged with a range of professionals to enhance the quality of care provided.

The provider did not use their policies and processes to focus on continuous effective learning and improvement from information gathered at the service. Whilst the provider has some systems in place to support the service to learn and improve, there were still some areas that the service had not considered as learning opportunities. For example, reflecting on complaints and identifying any areas that could have been avoided. We fed this back to the management team who informed us that this would be considered moving forward.