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Inspection Summary


Overall summary & rating

Good

Updated 26 July 2019

About the service:

The Angels on Call is a domiciliary care service. It is registered to provide personal care to people living in their own homes in the community, including older people and people living with dementia. The service operates in Boston and surrounding villages. At the time of our inspection, 16 people were receiving a personal care service.

Rating at last inspection:

Good (Published June 2018)

Why we inspected:

We conducted this inspection in response to information we had received which alleged people were at risk of receiving unsafe care; that the personal safety of staff was at risk and that there were shortfalls in the management of the service. Reflecting the information received, we inspected the service against elements of two of the five questions we ask about services: is the service Safe and is the service Well-led. None of the information we had received related to the remaining key questions so we did not inspect them. The ratings from the previous comprehensive inspection for these key questions were included in calculating the overall rating in this inspection.

At this inspection we found no evidence to support the allegations we had received. As a result, the rating of the service remains Good overall.

People’s experience of using this service:

Everyone we spoke with said they felt safe using the service and that the owner and her staff team were committed to promoting their safety and welfare. Similarly, staff told us they enjoyed their work and had no concerns about their personal safety.

Almost everyone we spoke with told us how highly they thought of the service and the way it was managed.

Safeguards implemented by the owner following our last inspection remained in place and were effective in mitigating a very specific potential risk to service users and staff.

Follow up:

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

Inspection areas

Safe

Good

Updated 26 July 2019

The service was safe.

Details are in our Safe findings below.

Effective

Good

Updated 27 June 2018

The service was effective.

Staff had the knowledge and skills required to provide people with safe, effective care.

Staff were aware of the principles of the MCA and reflected it in their practice.

Staff worked proactively with local healthcare services and supported people to access any specialist support they needed.

Staff assisted people to eat and drink whenever this was required.

Caring

Good

Updated 27 June 2018

The service was caring.

Staff were friendly and kind and treated people with dignity and respect.

At times, the provider went beyond formal contractual requirements to provide people with kind, compassionate care.

People were encouraged to retain their independence and to exercise choice and control over their lives.

Responsive

Good

Updated 27 June 2018

The service was responsive.

People were involved development and review of their individual care plan.

Staff had a good understanding of people's individual needs and preferences and used this knowledge to provide them with flexible, responsive support.

End of life care was provided with sensitivity and compassion.

People were confident the provider would respond properly to any complaints or concerns.

Well-led

Good

Updated 26 July 2019

The service was well-led.

Details are in our Well-Led findings below.