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Care Angels (Batley) Limited Good

Reports


Inspection carried out on 4 December 2019

During a routine inspection

About the service

Care Angels (Batley) is a domiciliary care agency providing personal care to people living in their own homes within Batley and surrounding areas. 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. At the time of the inspection 34 people were receiving personal care.

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

People repeatedly described the care provided as “exceptional” and “outstanding.” Staff were referred to as angels and we were provided with a number of examples of when staff had gone above and beyond to enhance people’s self-worth and well-being. One person said, “[Registered manager] tells me I am inspirational. Staff treat me like I am inspirational too.” The caring nature of the management team extended to family members and staff also.

Everyone we spoke with told us the service was well-led. The management team and staff had clear roles and responsibilities and were committed to ensuring the service provided was good. There was an emphasis on developing a person-centred culture within the service. Staff praised the skills, commitment and caring nature of the management team.

People and relatives told us the service was person-centred. They said care was delivered in line with preferences and wishes. People were consulted with and involved in developing their care where appropriate. There was a focus on developing independence and promoting relationships and community networks. One person told us their life had changed for the better since they had been supported to attend an activity of their choosing. People told us concerns were proactively addressed by the senior management team. Lessons were learned from any feedback provided.

People told us they felt safe when being supported by staff from Care Angels (Batley). People described staff as reliable. Overall, people said they were supported by a staff team who knew them well. Staff said they were happy with the way their visits were planned and said they were not rushed to complete tasks. Processes continued to be implemented to ensure safeguarding concerns were taken seriously and responded to. Staff were aware of processes to follow should they have any concerns about the care and treatment of people who used the service. Risk was appropriately managed and addressed.

When people required support with diet and nutrition, care plans detailed support required. During the inspection we made some recommendations regarding documenting people’s dietary requirements. The registered manager acted swiftly to make the improvements in line with good practice. Staff told us they were adequately supported by the management team and were happy with the training provided.

Consent was routinely sought in line with good practice. The service worked within the principles of the Mental Capacity Act 2005 (MCA). People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Although capacity was routinely assessed, best interests decisions were not always decision specific. We have made a recommendation about this.

Overall, people said they were supported by a staff team who knew them well.

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 31 May 2017).

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 20 April 2017

During a routine inspection

The inspection of Care Angels (Batley) Limited took place on 20 April 2017, with follow up telephone calls being made to people who used the service, their relatives and staff on 21 April 2017 and 2 May 2017. The inspection was announced. The service had been registered with the Care Quality Commission since December 2015 and this was the first inspection of the service.

Care Angels (Batley) Limited is a domiciliary care provider, based in Batley, providing personal care and support to people in their own homes in the Batley area. There were approximately 30 people using the service at the time of our inspection.

The service had a registered manager in post at the time of our inspection. 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.

People and their family members told us they felt safe and staff had received safeguarding training in order to keep people safe. There were robust recruitment practices in place, which meant staff had been recruited safely. Risks had been assessed and reduced where possible.

Accidents and incidents were appropriately recorded and staff were aware of actions to take in an emergency. There was an effective out of hours service, in case of emergencies.

Staff were trained to manage and administer medicines to people. Medication administration records were fully completed and regularly audited.

People received effective care and support to meet their needs. People and their relatives felt staff had the necessary skills and training to provide effective care and support. Staff told us they felt supported and we saw staff had received induction training as well as ongoing training, supervision and appraisal.

Care and support was provided in line with the principles of the Mental Capacity Act 2005. We saw from the care files we reviewed, consent had been sought and obtained from people, prior to their care and support being provided.

People we spoke with told us staff were caring. The staff we spoke with were enthusiastic and were driven to provide good quality care. Staff told us how they respected people’s privacy and dignity and the people we spoke with confirmed this. People were encouraged to maintain their independence.

Care and support plans were detailed and personalised, taking into account people’s choices and preferences and people’s needs were reviewed regularly. People told us they could make their own choices and we observed staff facilitating people’s requests. People told us the service was responsive and flexible to their needs.

People and the staff told us they felt the service was well-led. Regular audits and quality assurance checks took place, in order to drive improvement within the service. Staff told us they felt supported and people felt able to contact the office in the knowledge they would be listened to. The registered manager and staff were open and receptive to feedback given at the inspection.