We carried out a review of the data available to us about Angels Healthcare Ltd on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Angels Healthcare Ltd, you can give feedback on this 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
We visited the offices of Angels Healthcare Limited on 25 January 2017. We told the provider before the inspection visit we were coming so they could arrange for members of staff to be available to talk with us.
The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People felt safe using the service and there were processes to minimise risks to people’s safety. These included procedures to manage identified risks with people’s care and for managing people’s medicines safely. Care workers understood how to protect people from the risk of abuse and keep people safe. Care workers suitability and character was checked during the recruitment process to make sure they were suitable to work with people who used the service.
The registered manager understood the principles of the Mental Capacity Act 2005 (MCA), and care workers respected people’s decisions and gained people’s consent before they provided personal care.
There were enough care workers to deliver the care and support people required. People said care workers arrived around the time expected and stayed long enough to complete the care people required. People told us care workers were kind and knew how they liked to receive their care.
Care workers received an induction when they started working for the service and completed regular training to support them in meeting people’s needs effectively. People told us care workers had the right skills to provide the care and support they required. Care workers told us they had knowledge of how to support people from having time to get to know the individual and through information in their support records and risk assessments.
People knew how to complain and information about making a complaint was available for people. Care workers said they could raise any concerns or issues with the management team, knowing they would be listened to and acted on.
Staff felt supported to do their work and people felt able to contact the office and management at any time. There were systems to monitor and review the quality of service people received and understand the experiences of people who used the service. This was through regular communication with people and staff, returned surveys, spot checks on care workers and a programme of other checks and audits.
The staff we spoke with were positive about the service and the training and support that they got. They felt equipped and supported to do a good job. The manager of the service maintained a close contact with staff and with those using the service.