Angels Healthcare Ltd

Updated 21 August 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an expert by experience. An expert by experience is a person who has personal experiences of using, or caring for someone, who uses this type of care service.

Service and service type

Angels Healthcare Ltd is a domiciliary care agency. It provides personal care to people living in their own homes, including younger adults, older people, people with physical disabilities, people living with dementia and mental health needs, sensory impairments or physical disabilities. CQC regulates the personal care provided.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This comprehensive inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 23 July 2019 and ended on 7 August 2019. We visited the office location on 7 August 2019.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with nine people who used the service and six relatives, by telephone, to obtain their views of the service provided. We spoke with five members of staff including the provider, registered manager, a senior care worker and two care workers.

We reviewed three people's care and medicine records, to ensure they were reflective of their needs. We looked at three staff files in relation to recruitment and staff supervision and a range of records relating to the management of the service, including audits and checks, people’s and relatives’ feedback about the service and policies and procedures.

Updated 21 August 2019

About the service

Angels Healthcare Ltd is a domiciliary care agency. It provides personal care to people living in their own homes, including, older people, younger adults, people with mental health problems, physical disabilities, sensory impairment and people living with dementia. At the time of our inspection approximately 78 people received care and support from this service.

People’s experience of using this service and what we found

People and relatives said staff provided care and support safely. Risk associated with people’s care and medicines were well managed. There were enough staff to ensure people received their planned care calls. Most people said they knew the staff who visited them. Records showed people received their care calls from a small team of staff, at the times agreed.

People's needs were assessed, and staff understood how to provide care which reflected people’s wishes and preferences. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Staff received the training and management support they needed to fulfil their roles. The management team and staff continued to work within the requirements and principles of the Mental Capacity Act (2005).

People’s privacy and dignity was respected by staff. Staff cared about the people they visited and promoted people’s independence. People made decisions about their care and support. Staff felt valued and supported by the management team.

People were involved in planning their care and developing their care plans. Information about the service was available in a range of different formats. Care plans informed staff how to deliver personalised care. Complaints were managed in line with the providers complaint procedure.

The management team understood their regulatory responsibilities. They regularly completed quality checks to monitor and improve the service. Feedback from people, relatives and staff was used to improve the service and people’s experiences. The management team and staff worked in partnership with other professionals to improve outcomes for people.

The last rating for this service was Good (published 6 March 2017).

Why we inspected: This was a planned inspection based on the previous rating of good.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our methodology. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk