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The Angels on Call Inadequate

Inspection Summary

Overall summary & rating


Updated 18 May 2021

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. The service operates in and around Boston, Lincolnshire.

Not everyone who used the service received personal care. The Care Quality Commission (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 our inspection, 13 people were receiving a personal care service.

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

The provider was still failing to effectively assess, monitor and improve the quality of the service and to assess and manage a range of potential risks to people’s safety and welfare.

The provider’s response to the COVID-19 pandemic was inconsistent and increased risks to people's health. There were continuing shortfalls in staff training, recruitment and the management of people’s medicines.

We identified further concerns about the registered person's honesty, trustworthiness and reliability and her fitness to carry on the regulated activity. Some invoicing systems were ineffective and unsafe.

More positively, action had been taken to improve the deployment of staffing resources and the scheduling of people’s care calls. Staff now received regular supervision and systems to promote organisational learning had been strengthened. Care plans and individual risk assessments were now reviewed on a monthly basis.

Everyone we spoke with was satisfied with the care and support they received and told us they liked and respected the registered person. Staff were happy in their work and spoke positively of the leadership provided by the registered person.

For more details, please see the full report which is on the CQC website at

Rating at last inspection:

The last rating for this service was Inadequate (published 16 December 2020) and there were multiple breaches of regulation. The provider told us after the last inspection what they would do to improve. At this inspection we found insufficient improvement had been made and the provider was still in breach of regulations.

Why we inspected:

This was a planned inspection to follow up the findings of our last inspection. The inspection was focused on the key questions of Safe and Well-led. Ratings from previous comprehensive inspections for the key questions of Effective, Caring and Responsive were used in calculating the overall rating at this inspection.

The overall rating for the service remains Inadequate. This is based on the findings at this inspection.


At this inspection we have identified continued breaches of regulations in relation to the assessment and management of potential risks to people’s safety; recruitment; organisational governance and the character of the registered person.

In response to these breaches we have retained the additional conditions of registration imposed after our last inspection. Please see the end of this report for further details.

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.

Special Measures:

The overall rating for this service is ‘Inadequate’ and the service therefore remains in ‘special measures’. This means we will keep the service under review and, if we do not propose to cancel the registered person's registration, we will re-inspect within 6 months to check for significant improvements.

If the registered person has not made enough improvement within this timeframe and there is still a rating of Inadequate for any key question or overall rating, we will take action in line with our enforcement procedures. This will mean we will begin the process of preventing the registered person from operating this

Inspection areas



Updated 18 May 2021

The service was not safe.

Details are in our Safe findings below.



Updated 18 May 2021



Updated 18 May 2021



Updated 18 May 2021



Updated 18 May 2021

The service was not well-led.

Details are in our Well-Led findings below.