Archived: Archangel Home Care

Appropriate checks were undertaken before staff began work.

People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. We saw records of the completed questionnaires that had been returned. The responses were largely positive about the service that was provided.

There was an effective complaints procedure. Complaints had been thoroughly investigated and, where possible, resolved to the satisfaction of the complainant. Improvements had been put into place as a result of complaints received.

We spoke with one person who was using the service who told us, 'The staff are generally nice and polite.' We looked at this person's care plan which gave information about them and how they preferred staff to interact with them.

Care plans were basic and did not give person-centred information about the nature of support that was required.

We spoke with one person who was using the service and a relative of a person using the service. One person said, 'I feel safe when the staff are with me. I don't have any concerns but I'd tell them if I did.'

We looked at the training records provided by the acting manager. These showed that there were some gaps where staff had not received training that was important to be able to carry out their duties effectively. There were plans in place to address this.

Where the acting manager became aware of any areas for improvement we saw that action had been taken to address this.