Angels Healthcare Solutions Ltd

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 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. People we spoke with told us the care they received was up to date and accurate. One person told us, “The staff support me with my needs, my personal care needs have been the best as staff encourage me to have a shower or wash my hair. It makes me feel better once I have done this.”

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. Care plans were regularly reviewed and adapted as needs changed, and visits were scheduled according to people’s preferences. This approach ensured care was joined-up, responsive, and promoted independence.

The provider supplied appropriate, accurate, and up-to-date information in formats tailored to meet people’s individual needs. Regular communication was maintained with families and professionals, ensuring updates were shared promptly and that everyone involved had the necessary information to support continuity of care.

One person told us, “I have my care plan here with me. It’s the one we wrote before I started with the company, and it changes when we review it." A relative commented, “We are kept up to date with everything. We don’t have any concerns around that."

The provider made it easy for people to share feedback, raise complaints, and contribute ideas about their care, treatment, and support. People could share views verbally with staff during visits or through written forms, a complaints log was in place, investigated promptly, and outcomes communicated clearly to the person and their representative.

Staff actively involved people in decisions about their care. Care plans were reviewed regularly with people and their families, ensuring any changes reflected their preferences. One person told us, "They always ask me before making changes. I feel listened to."

 

The provider ensured that people could access the care, support, and treatment they needed when they needed it. Care was delivered promptly and flexibly, with robust systems in place to respond to urgent requests and changing needs. For example, when a person’s mental health deteriorated, the provider arranged additional visits and adjusted visit times at short notice to provide immediate support. People told us they felt confident that help would be available when required, and records confirmed that response times were consistently met.

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. Managers and staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers, or delays and protected people’s rights. The provider had policies, training and systems in place to encourage people and staff to speak up about equality. The provider had an equality and diversity policy which promoted equal opportunities for all. There was a whistleblowing policy in place encouraging people and staff to speak up. Staff completed equality and diversity training.

People were supported to plan for life changes, allowing them sufficient time to make informed decisions about their future, including end-of-life care. We observed that people were encouraged to discuss and record their wishes in advance, and these were documented in their care plans with the involvement of the person and their family, where appropriate.