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Angelcare UK Limited Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 19 April 2019

About the service: Angelcare uk is a family run domiciliary care service, who were providing personal care to 105 people at the time of our inspection.

People’s experience of using this service:

People told us they felt safe They said staff were good. Relatives told us they thought staff were friendly and caring. However, people and their relatives said they had received late calls and staff did not always stay for the allocated time. We discussed this with the registered manager.

We found medication records were unclear.

The care plans included risk assessments, which identified any risks associated with people’s care and had been devised to help minimise and monitor the risks without placing undue restrictions on people. However, there was little information about people’s likes, dislikes and life histories. End of life information was not always discussed or thought of during the care planning process.

People spoke fondly of the registered manager. There were not always effective systems in place to monitor and improve the quality of the service provided. The registered manager was working on these areas.

There was a recruitment system in place that helped the employer make safer recruitment decisions when employing new staff. Support workers had a clear understanding of safeguarding people and they knew how to act appropriately to safeguard people from abuse.

There was a programme of training, supervision and appraisal for staff to support people using the service with their assessed needs.

People were encouraged to make decisions about their activities and meals.

There was a clear complaints process in place and copies of this were available in people’s homes.

Rating at last inspection: Good (published 16 September 2016). The rating at this inspection has gone down to Requires Improvement.

Why we inspected: This was a planned inspection based on the rating awarded at the last inspection.

Follow up: We will continue to monitor this service. We plan to compete a further inspection in line with our re-inspection schedule for those services rated requires improvement.

We made recommendations to the service.

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

Inspection areas

Safe

Requires improvement

Updated 19 April 2019

The service was not always safe

Details are in our Safe findings below.

Effective

Requires improvement

Updated 19 April 2019

The service was not always effective

Details are in our Effective findings below.

Caring

Good

Updated 19 April 2019

The service was caring

Details are in our Caring findings below.

Responsive

Good

Updated 19 April 2019

The service was responsive

Details are in our Responsive findings below

Well-led

Requires improvement

Updated 19 April 2019

The service was not always well-led

Details are in our Well-Led findings below.