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Inspection carried out on 9 September 2019

During a routine inspection

About the service

Gabriel’s Angels is a home care service providing personal and nursing care to 60 people aged 18 and over at the time of the inspection.

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. Where they do we also consider any wider social care provided.

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

People received support from exceptionally caring staff. Staff knew people extremely well, were highly attentive to people’s needs and had developed caring bonds with them over long periods of time. Staff often went ‘the extra mile’ to ensure people received highly personalised care and support. Staff upheld people’s privacy and dignity and worked with people to improve their independence and supported them to stay in their own homes.

People were protected from the risk of harm and abuse by trained, competent staff. People received care from the same members of staff at regular times. There were enough staff to support people and meet their needs. Medicines were managed safely.

People were supported by skilled staff with the right knowledge and training.

People's care and support met their needs and reflected their preferences. Staff upheld people's human rights. People received personalised care and support at the end of their lives to enable them to have a dignified death. Staff acted as advocates for people to ensure they received timely care and pain relief at the end of their lives.

There were clear, robust processes for managing quality and safety in the service. There was strong leadership in the service and a positive, empowering culture. Staff were clear about their roles and responsibilities.

People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

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

Rating at last inspection

The last rating for this service was good (published 9 March 2017). At this inspection the service was rated good.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 11 January 2017

During a routine inspection

This inspection took place on 11 January 2017 and was announced to ensure the registered manager was available.

Gabriel’s Angels is a domiciliary care agency providing care and support to 60 people living in their own homes. A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. This was the first inspection of the service at its current address.

People were very happy with the care and support provided by the care staff although some felt the office administration could be improved. People felt safe and that staff knew them well. They felt staff respected their dignity and sought consent before providing support.

People were kept safe by staff who understood how to recognise the signs of abuse and how to report them. Any concerns that had arisen were reported to the local authority safeguarding team.

Staff were provided with detailed and up to date care plans and other information to enable them to deliver personalised care to people. People’s care plans had been devised and were regularly reviewed with them or their representatives.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible, the policies and systems in the service supported this practice .

A robust recruitment system ensured, as far as possible, the service recruited appropriate staff. Staff received a thorough induction and regular training to equip them to perform effectively and received regular ongoing support through supervision and appraisal.

The management had effective systems to monitor care practice and seek people’s views about the service. Surveys were carried out and complaints were addressed appropriately. Plans were in place for the future development of the service.