Angels Healthcare Solutions Ltd

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 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 demonstrated a clear and shared vision, strategy, and culture based on transparency, equity, equality, human rights, diversity, inclusion, and engagement. Leaders actively promoted these values through regular communication and team meetings. For example, staff told us they felt supported and valued, and that their views were listened to. One staff member said, "The team seems very happy. We always have regular team meetings with our manager. We always have an opportunity to raise concerns if we have any. My manager is supportive and helpful. [Name] is a good listener and is always very helpful."

The provider also encouraged open dialogue and continuous improvement. Feedback from staff and people using the service was acted upon, and changes were communicated clearly. Training included equality, diversity, and human rights.

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. One relative told us, “The manager is excellent. I can contact them at any time even out of hours which is a great assurance to me.”

The provider fostered a positive culture where people felt they could speak up, and their voice would be heard. Staff received an induction and refresher training on whistleblowing and speaking up. The provider had a whistle blowing policy in place. One person told us, “I feel confident to speak up.” Staff told us they were able to speak up. One staff member told us, “We have staff meetings every month. I always attend and I feel very comfortable. I get regular supervision.”

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. One staff member shared, "I support my colleagues whenever possible and offer advice when needed. The manager informs us about new team members, particularly if they come from different countries, and provides guidance on how we can best support them." One person commented, "Staff accommodate my cultural needs by adjusting visit times so I can attend mosque and prayers."

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. Governance systems were embedded within the service, including a programme of audits and quality checks across key areas such as care planning, medication management, and infection control. Records demonstrated effective oversight.

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. We saw information in peoples care plans which showed joint working with outside professionals.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. Lessons learned from incidents and complaints were reviewed promptly and shared with staff during team meetings. One staff member told us, “We have meetings and share ideas or any areas of concerns. I feel listened to.”