Angels Care Solutions

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and relatives described staff as kind and caring. One person said, “They are such nice people, good spirted and will always ask is there anything else I can do for you? They sometimes do a bit of washing up.” One relative said, “It fills my heart with joy, they treat [person] with respect and dignity and there is a lot of laughter.”

Staff told us the registered manager monitored how they engaged with people during spot checks to ensure people were treated with kindness, compassion and dignity.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s care plans contained information about people’s past and what is important to them. People told us the service was responsive to people’s preferences, including requests for male care staff.

A relative told us this helped staff to have conversations with the person, they told us, “[Person] has been having them for over 2 years now and when we go over their [person] knows them and everyone knows [person] and they take care of [person].”

Staff and managers promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Care workers understood the importance of supporting people to maintain their independence and to live at home for as long as possible. Care workers spoke about how they supported people to make informed choices about how they lived their lives and decide what care would be provide for them.

Care and support plans identified what people could do independently and how staff could assist. This supported people to remain independent and retain choice and control over their care and support.

Staff and managers listened to and understood people’s needs, views and wishes. They responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff followed guidance provided in care plans which we reviewed and saw contained detailed information which was specific to the person. This meant people were treated as individuals as staff had guidance on how to do this.

Staff demonstrated a good awareness of people’s health and medical needs and how they would respond to these if people were to become unwell. Staff had received training in first aid.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff had access to training which supported them to meet people’s needs. They had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. This was achieved through staff supervision and team meetings.

We found staff were provided with regular supervision meetings which was an opportunity for them to discuss how they were, any support they needed, and career development. The provider had effective systems in place for monitoring staff rotas and on-call arrangements, ensuring safe staffing levels and appropriate support at all times. Regular welfare checks were carried out to promote staff safety, staff wellbeing and promptly address any concerns.