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Angels Care At Home Ltd Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 24 December 2020

About the service

Angels Care at Home Ltd, referred to as Angels Care at Home in this report, is a domiciliary care agency registered to provide personal care to people living in their own homes. The service operates in Swindon and Hertfordshire. On the day of the inspection 13 people received regulated activity.

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

People told us they were safe. However, we found concerns around management of medicines. Staff told us the management team supported them well during the pandemic and ensured they had sufficient personal protective equipment in place.

People were supported to have choice and control of their lives and staff respected their rights to make own decisions. People's care records contained information of people's dietary likes and people had been supported with meals preparation when needed.

The provider’s quality assurance processes remained ineffective and systems to monitor safeguarding concerns, accidents and care records needed improving. The provider did not ensure the necessary improvements had been made, sustained and lessons learnt where necessary.

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 February 2020) and there were breaches of regulations found. We issued requirement notices in relation to the regulations around the quality assurance systems, consent and the failure to notify us about reportable incidents. We agreed with the provider they will submit to us monthly updates about the progress made. The provider had not sent to us the evidence as agreed, for example, there was a gap of two months where we had received no updates. When we had an update, the evidence sent was not demonstrating sufficiently that improvements were being made. We had been receiving mixed messages about the improvements planned, of which some had not materialised.

At this inspection we found the provider was still in breach of regulation around good governance. This was their third consecutive breach of the Regulation 17 Good Governance.

Why we inspected

We undertook this focussed inspection to check the provider was compliant with the regulations and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions: Safe, Effective and Well-led, which contain those requirements. The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service remains requires improvement. This is based on the findings at this inspection. This is the third consecutive requires improvement overall rating for the service.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Angels Care at Home Ltd on our website at www.cqc.org.uk

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will meet with the provider following this report being published to discuss how they will make changes to ensure they improve their rating to at least good. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Requires improvement

Updated 24 December 2020

The service was not always safe.

Details are in our safe findings below.

Effective

Requires improvement

Updated 24 December 2020

The service was not always effective.

Details are in our safe findings below.

Caring

Good

Updated 24 December 2020

Responsive

Good

Updated 24 December 2020

Well-led

Inadequate

Updated 24 December 2020

The service was not well-led.

Details are in our safe findings below.