Archangel Home Care

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.
 

All staff received training in privacy and dignity and were able to talk about how they achieved this. People told us they were treated with kindness and compassion. One person said, “The carers are very gentle when they are helping me to wash, they are very kind. They go out of their way to talk to me, and they always listen”. A family member told us, “The carers compliment and encourage my relative, they always say how they look forward to seeing her. They treat my relative as though they are their own”.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics.

Staff told us they would learn about the people they supported by looking at the care plans and talking to the person about their preferences. Staff said the person-centred details in the care plan helped them build a rapport with the people they supported. One relative told us, “The carers understand how to look after my relative …. They really treat my relative as an individual.”

People told us they felt staff knew them well and supported them with their specific needs. One person said, “The carers know me; they support me. They wash with me, tidy up with me, and help me to sort my clothes.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff told us they offered people choices to encourage their independence if they struggled to make decisions for themselves. Daily records showed when people found making choices hard, staff offered a variety of options to support them to maintain their independence. A professional told us staff “support the (person) to make decisions regarding their care and support and ensure that their needs are met”.

Care plans showed people’s choice about their preferences were asked about at the initial assessment, this included things like the person’s preferred name. Care plans recorded people should be encouraged to maintain their independence, for example they encouraged staff to support people to complete what personal care they could. Staff meeting records showed staff were encouraged to do this and specific examples of how staff had achieved this were shared. Staff confirmed they supported people to maintain independence by “encouraging the (person) to try doing things by themselves such as cooking and washing. But also, being there if they need help with something.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. Staff escalated concerns if they believed there may have been a deterioration in a person’s health or wellbeing. One staff member said, “I get to know (people) and learn to recognise if their behaviour or appearance has changed or if they are complaining of more pain and I would help them access medical help where needed and raise this to my manager so it could be raised to the appropriate people.”

People told us staff supported their needs as they arose. One person told us, “Every carer I have is wonderful; they are really helpful and if I want anything doing, they just do it for me.” Another person gave an example when a staff member supported them with things outside the provider’s role, when it was causing the person anxiety. Feedback from a professional involved in supporting the person also confirmed this. They said, “I have found the provider to be extremely responsive and effective with their communication. They have highlighted issues when required and communicated these in the appropriate way using the correct method.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider recognised and met the wellbeing needs of staff. People benefited from staff who had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. Staff said they felt heard by the management, one staff member said about their monthly supervision, “I feel supported to bring up any concerns I may have. I feel listened to and feel that my concerns are taken seriously and actioned accordingly.” Staff meeting records showed staff were encouraged with ‘good news stories’ at the end of the meetings, to celebrate the staff’s achievements.

People’s experience of a service was driven by a culture that normalised good wellbeing through inclusivity, active listening, and open conversations. This helped staff carry out their roles effectively and supported their overall wellbeing. Staff said, “I feel supported and comfortable with this job and feel as though I can talk to management about whatever is on my mind.”

Staff were supported if they were struggling, both at work and outside work. This had a positive impact on the care they delivered to people. One staff member said, “I think that the management team are approachable. I feel like I am able to ring or email them when something is wrong, whether work related or personal.”