JCT Home Care Consulting Ltd Trading as Visiting Angels West Leicestershire

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 newly registered service. This key question has been rated

Outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 93 (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 was exceptional at making 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 and relatives consistently praised the care staff and management team for their individualised and compassionate approach. They described a service where staff truly understood each person’s preferences, routines, and aspirations, and adapted care thoughtfully to support people to live well.

Great emphasis was placed on enabling people to lead active and fulfilling lives based on what mattered to them, their routines, wishes, hobbies, and interests. Social inclusion was strongly promoted, with staff encouraging people to stay connected to their communities, maintain meaningful relationships, and take part in activities that enriched their wellbeing. Care was consistently tailored, holistic, and delivered in a way that respected individuality and maximised independence.

One relative said, “In a word they’re [staff] brilliant; nothing else to say. They’ve changed my life and that of my relation completely.” They went on to describe how staff skilfully balanced comfort and reassurance: “It’s been very hot recently and they need the air con on, but the noise distresses them, so staff worked around this, keeping them cool without the fans being too near. I honestly don’t know how they do it. They have such remarkable patience.”

Another relative highlighted the service’s flexibility. After discussing their needs with the staff team, daily visit times were redistributed at no extra cost to allow staff to take the person out to the shops and on outings. They said, “I’m very lucky to have Visiting Angels in my life, and I’m not joking when I say it’s made all the difference to our family.”

A further relative praised the team’s proactive approach: “There was amazing coverage when the registered manager was on holiday. [Name] is brilliant, yesterday we needed a top‑up for the syringe driver, and they spoke to the nurse, sorted everything out, and went to get it. They don’t wait to be told; they use their initiative and get on with it.”

Care records showed numerous examples of how people were supported to enjoy their interests and social opportunities. This included visits to garden centres, celebrating birthdays in local cafés, batch‑cooking home‑made meals with staff, and supporting a person to attend a relative’s wedding.

Staff demonstrated an excellent understanding, commitment, and enthusiasm for delivering truly personalised care. This was strengthened by the provider’s robust systems and processes, and by the registered manager’s leadership, oversight, and shared values of a centric‑care approach. This approach places the individual at the heart of every decision, action, and interaction. It ensures care is shaped around each person’s preferences, routines, identity, and aspirations, promoting dignity, autonomy, and meaningful involvement. People consistently felt valued, listened to, and genuinely supported.

Staff gave many examples of how their support had made a meaningful difference to people’s lives, demonstrating excellent, thoughtful, and person‑centred care. They consistently respected people’s beliefs, preferences, and goals. One staff member said, “We have a person who is Christian, and I listen when they talk about the Bible, so their beliefs feel heard.” Another added, “I support a person to go to church where they join in with different groups such as arts and crafts.”

Staff also described how they supported people to pursue hobbies and maintain independence. A staff member said, “We have a person who loves to sing and is supported to attend a choir group. I also support a client whose goal is to strengthen their mobility by helping them with their physiotherapy exercises during evening visits.”

Another staff member shared, “I regularly take my client to a garden centre that has an art department. This enables them to enjoy their hobbies of gardening and painting.”

A further example highlighted the service’s commitment to social connection and meaningful activity: A staff member said, “We prioritise helping clients maintain their independence and social connections. I regularly support a person to attend their chosen church groups, which are very important to them. I also accompany them on outings to places they love but cannot access independently. Our support ensures they stay active and continue enjoying the hobbies and places that bring them happiness.”

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff had detailed guidance on people’s characteristics as defined by the Equality Act 2010.This ensured they understood each person’s protected characteristics and could recognise any related needs, preferences or potential risks. As a result, staff were able to deliver care that was safe, personalised and free from discrimination. This level of awareness supported informed decision‑making and helped staff tailor support in a way that upheld people’s dignity, rights and overall wellbeing.

People and relatives confirmed they received care and support that was consistent, succinct and provided flexibility and choice. They also confirmed new staff were always introduced and shadowed experienced staff before working independently A relative said, “We have 4 main carers, who we both know really well." Another relative said, “Usually if they're [office staff] going to introduce anyone new, they generally introduce them over a few visits."

People’s care records, alongside feedback from external professionals, consistently demonstrated strong collaborative working. This joined‑up and responsive approach meant people experienced seamless care, with staff, families, and professionals working together to anticipate needs, adapt support, and ensure continuity. As a result, people received care that was not only safe and effective but truly personalised and delivered in a way that upheld dignity, independence, and choice.

Staff received high‑quality training that equipped them with the knowledge, skills and confidence to meet people’s individual care needs. This ensured care was delivered consistently, safely and in a way that remained responsive as people’s needs changed. Training covered key areas such as end‑of‑life care and dementia awareness, and relatives, as well as an external healthcare professional, specifically praised staff for their competence and compassion in these areas.

The provider’s care‑package review procedures were excellent. Robust and well‑embedded systems meant people’s needs were continually monitored, with timely adjustments made to care delivery whenever required. This proactive and structured approach ensured care remained personalised, effective, and reflective with what mattered most to each person.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People and relatives confirmed they had received the provider’s information guide. We found this to be detailed, comprehensive, and easy to understand. It helped people to clearly see how the service operated, what they could expect from their care, and the support available to them.

People and relatives were able to access the provider’s electronic care records and management system. Relatives widely praised this for keeping them informed and involved in their relation’s care. A relative said, “There's an app we all use which is really helpful. It’s excellent.”

The Accessible Information Standard (a legal requirement for social care providers to ensure information and communication are provided in ways that meet people’s needs and can be understood) was being met.

People’s individual communication needs had been assessed and planned for. Staff had detailed and supportive guidance to support them to communicate with people effectively. This ensured people were involved as fully as possible in discussions and decisions about their care.

The registered manger confirmed information was able to be changed into different formats if required to meet people’s individual needs, such as large print, audio and easy read.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People and relatives consistently expressed significant satisfaction in how they were involved in discussion and decisions. They told us they found communication to be excellent, frequent and reliable. This included how the care staff and management team were easily contactable and responsive. This provided reassurance and comfort. A relative said, “They're [management team] always quick to respond." Another relative said, “There is a really high level of communication from the office, from the management downwards."

In addition to ongoing communication, 3 monthly face-to-face reviews with the person and their relative were arranged. Relatives told us this was invaluable and how they felt listened and valued. People and relatives told us how the provider’s electronic care management system enabled them to continually feel fully involved in care and support delivery.

The provider’s quality assurance processes included inviting people and relatives to share their experience of the service they received. This feedback was reviewed and analysed and shared with people and relatives via a newsletter with ‘You Said’ ‘We Did’ response. This meant people could clearly see how their views had influenced improvements, strengthened trust, and ensured the service remained responsive to what mattered most to them.

Feedback from the last survey in 2025, showed the service from people and relatives’ perspective was providing an excellent service. With results showing, 100% of people would recommend the service. 100% of people strongly agreed the service had an excellent understanding of individuals care needs. 100% of people rated the overall service as excellent. These results reflected the feedback we received during this inspection.

We reviewed a sample of newsletters and found them to be informative and clearly presented. They provided meaningful updates about the service, highlighted improvements made in response to feedback, and reinforced the provider’s commitment to transparency, involvement, and continuous learning.

People and relatives told us they were aware of the provider’s complaint process and whilst they had not used it, they had no hesitation to do so if required. They felt confident the registered manager would be responsive, apologetic and swift actions would be taken to resolve any issues.

The provider’s complaint log showed that one complaint had been received, relating to an incident that occurred within a person’s property. Although this was not care‑related, records confirmed the registered manager investigated promptly, offered an apology, and took appropriate action to put things right.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

The registered manager made it easy for people and relatives to contact the service at any time. People confirmed they could reach the team 24 hours a day and described this as supportive, reassuring, and a key factor in feeling safe and well cared for.

Care records, feedback from relatives and discussions with the registered manager showed how the service actively supported people to access external professionals whenever needed. This included people whose needs had changed, those living with dementia and those approaching the end of life. Staff took practical steps to remove barriers by liaising directly with healthcare teams, arranging appointments on people’s behalf, coordinating follow‑up actions and ensuring important information was shared promptly. This proactive, hands‑on approach ensured people had equal access to the services and support required to maintain their health, comfort and wellbeing.

The registered manager also explained and care records and feedback from relatives confirmed, how the service supported people to access external services and professionals when needed.

This included liaising with healthcare teams, arranging appointments, and ensuring information was shared promptly so people experienced seamless, coordinated care.

A further example was how people were supported to access important health funding streams that people were and relatives were not always aware of.

Care was individualised and flexible. People and relatives told us and records confirmed, how care calls and care delivery was adaptable to always suit the needs of the person. This meant people received support in a way that worked best for them. The management team adjusted visit times, length of calls, and the type of support provided to ensure care remained responsive, personalised, and reflective with what mattered most to each person.

Staff were aware of their roles and responsibilities in escalating concerns to the registered manager to prevent people experiencing barriers to their care and support.

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.

People’s care plans included clear guidance for staff that showed people’s protected characteristics had been fully considered and planned for. This included ensuring people’s individual needs such as cultural, religious, communication, personal identity needs were understood and respected in care delivery. Staff were provided with detailed guidance of how to meet these needs and included people’s communication styles, dietary requirements, religious and cultural needs, and any adjustments needed to support equality of experience. This enabled care to be delivered in a way that upheld dignity, individuality, and inclusion.

The registered manager had risk assessed each care package to identify people who would be most affected if an adverse event such as staff sickness, severe weather, or operational disruption that impacted the running of the service. This meant those with the greatest needs, or those at higher risk of harm or isolation, were prioritised for continuity of care. As a result, people received the right support at the right time, and no one was left without essential care during periods of pressure or unexpected change.

This proactive and equitable approach demonstrated an understanding of people’s individual circumstances and ensured the service remained safe, inclusive, and responsive for everyone, including those who may otherwise experience poorer outcomes.

No concerns were raised during this assessment in relation to discrimination. The provider had an equality and diversity policy in place, offering guidance on the importance of treating people equally. This was supported by staff training.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

Relatives spoke very highly of the registered manager and staff, praising their compassion, empathy, and sensitivity in delivering end‑of‑life care. They also expressed deep appreciation for the emotional support offered to them during what was a difficult and highly emotional time. Families told us they felt listened to, reassured, and genuinely cared for, which helped them feel more confident and supported throughout their loved one’s final stages of life.

Many relatives described how the kindness and dedication of staff and the management team made challenging circumstances more manageable. Their support enabled people to remain safely and comfortably in their own homes, preserving dignity and providing families with reassurance, practical help, and emotional comfort. This exceptional level of care ensured people and their loved ones felt valued, respected, and supported at every stage.

Feedback from an external healthcare professional was exceptionally positive about how well staff supported people during end-of-life care which they described as, “Outstanding.”

People’s end of life care had been discussed and planned with them. Important information relating to legal decisions, such as Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) forms and other advance care planning documents, were known and understood. Staff had guidance of how to support people in their end of life wishes. This ensured people received person centred, responsive and dignified care.

Staff had received end of life training and told us how well the management team provided ongoing support as they cared for people at the end of their life. A staff member said, “We are getting constant updates and support regarding a person’s end of life care and wellbeing. Plus, the family have expressed multiple times to us how well they feel supported during this difficult time too.”