Angels Care Solutions

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 registered manager and staff made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider used a digital system to store all care plans and records, which included information to reflect their preferences, interests and support needs.Care plans reflected people’s physical, mental, emotional and social needs. They evidenced that people had been involved in sharing information on their preferences, likes, dislikes and how they wished to receive care. Care plans were regularly reviewed to ensure staff could respond to any changes to people’s needs. We reviewed care logs and found people were supported in the way they wanted.

The provider understood the diverse health and care needs of people so care was joined-up, flexible and supported choice and continuity. People were supported to have their care around their planned hospital and healthcare appointments. A person told us they liked to have an early call the day they have appointments, they said,“We moved agencies because one carer gave amazingly good care. Carer is a good person 100% you didn’t need to tell her anything. Carer just takes over at the 7.30pm call, carer makes [person] sit in the chair. We know [person] is very safe in her hands.”

Information was shared between staff and registered manager to ensure continuity of care. Care records included information from healthcare partners.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us they were given copies of their care plans and contracts which they were able to agree to and change if necessary.

The registered manager told us that people were provided with an overview of the cost of care and written copies of their care plans when people first began to use the service. Contracts and agreement forms were available in people’s care records, these showed the details related to the packages of care that people had agreed to.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

Care plans contained information on people’s preferred methods of communication.One relative said, “[Person] usually has Urdu speaking carers. They take [person] to appointments and to the park. They are doing a good job."

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. A complaint procedure was available for people and relatives to use if they were not happy with the service or had concerns. There were a number of ways in which the provider listened to people and staff. People were given the opportunity to give their feedback through annual client surveys and spot checks. Staff meetings and individual supervision meetings were held and gave staff an opportunity to provide feedback. People and their family felt confident if they complained, they would be taken seriously.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People could access the care, support and treatment they needed when they needed it.

Staff understood people had a right to receive equal access to health and care support, regardless of any disabilities. Daily notes were completed which gave an overview of the care people had received and captured any changes in people's health and wellbeing. This ensured all staff members were aware of any changes to people’s health conditions and direct them to the appropriate health care professionals such as doctors and dentists. Staff confirmed they had also received training in equality and diversity, so they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment irrespective of their characteristics such as gender, disabilities and race.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People told us they were supported by staff to have the same opportunity as others and received equal opportunities.

The management team told us people were assessed before they used the service to ensure their needs and preferences were identified and could be met. Assessments of people’s diverse needs were discussed prior to using the service. People’s care plans contained information about their individual wishes and preferences in relation to how their social, cultural and spiritual needs should be met.

At the time of assessment, no one required end of life care. The staff we spoke to told us they were not currently supporting anyone on end-of-life care. The registered manager said if they supported someone with end of life care they would develop a care plan to discuss the person's wishes and would ensure staff were adequately trained.