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Home Angels Healthcare Services Ltd Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 16 December 2020

About the service

Home Angels Healthcare Services Ltd is a care agency which provides staff to support people in their own homes. People with various care needs can use this service including people with physical disabilities and older people. At the time of this inspection 10 people received personal care from this service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating.

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

The provider did not ensure systems were in place to oversee the service and ensure compliance with the fundamental standards. The registered person did not always ensure they maintained clear and consistent records. They did not ensure the Care Quality Commission (CQC) was informed of notifiable incidents in a timely manner.

Medicines were not always handled and recorded correctly and safely. Complaints were not managed effectively and not according to the provider’s policy. The prover ensured their safeguarding systems were operated effectively to investigate and follow the provider's policy and procedure after becoming aware of allegations of abuse, neglect or acts of omission. They did not have evidence to support the effective process. The provider did not ensure risks to people’s personal safety had been assessed and that care plans were in place to minimise those risks.

There was a mixture of feedback about how staff felt regarding the provider support, accessibility, and the management of the service. Staff did not feel they could ask the management for help when needed at times. Staff felt the management was not always open with them and did not communicate what was happening in the service.

People received care and support that was personalised to meet their individual needs. People's diverse needs were identified and met and their right to confidentiality was protected.

There were contingency plans in place to respond to emergencies. The provider had started seeking feedback from people and families, which they would use to make improvements to the service and protected people against the risks of receiving unsafe and inappropriate care and treatment.

Staff recruitment has been improved and we saw changes made to the recruitment and selection process.

At the last inspection we made a recommendation that future ongoing staff training and monitoring of practice is updated in line with the latest best practice guidelines for social care staff. We saw training has been improved. However, we noted to the provider there was no effective system in place to oversee it and ensure staff remained knowledgeable and competent to support people who use the service.

Staff felt they could visit people on time and stay the right time. The visits were scheduled using online system and overseen by the care coordinator. People and relatives felt the staff supported them well however some improvements could be made such as timings and consistencies of the visits.

People reported they felt safe with the staff providing their support and care. Relatives agreed they had no issues with people’s safety. Staff understood their responsibilities to raise concerns and report incidents or allegations of abuse. The staff team followed procedures and practices to control the spread of infection using personal protective equipment. People and their relatives who provided feedback said people were treated with care, respect, and kindness by the staff visiting them.

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

Rating at last inspection (and update)

The last rating for this service was requires improvement (published 10 January 2020).

The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection not enough improvement had been made and sustained, and the provider was

Inspection areas

Safe

Requires improvement

Updated 16 December 2020

The service was not always safe.

Details are in our safe findings below.

Effective

Requires improvement

Updated 16 December 2020

Caring

Good

Updated 16 December 2020

Responsive

Requires improvement

Updated 16 December 2020

The service was not always responsive.

Details are in our responsive findings below

Well-led

Requires improvement

Updated 16 December 2020

The service was not always well-led.

Details are in our well-led findings below.