Angels Care Solutions

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

The registered manager and director explained that the vision and ethos of the service were discussed during staff member’s inductions to ensure they understood them. Staff received training in equality, diversity and inclusion.

The registered manager held regular meetings and supervisions with staff to discuss what was happening at Angels Care Solutions. This gave the opportunity to share learning and discuss ways they could improve the service.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation.

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. At the time of our assessment there were two registered managers in post. Managers and senior staff had the experience, capability and integrity to ensure that the organisational vision can be delivered, and risks are well managed.

Staff told us the service was led by suitably competent and approachable registered manager. The feedback we received from staff about the registered manager was positive. A staff member said, “Is not a bad place to work. [The registered manager] is very good, helpful and accessible.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People and relatives could contact the service at any time to speak with managers. They said they knew how to make complaints and felt there was a positive culture in the service, which welcomed feedback.One relative said, “They react quickly if I need to call. I think they resolve the problems straight away if any arise.”

The provider had policies in place in respect of whistleblowing and safeguarding and staff had access to these.The provider had systems and processes in place to foster a positive culture where people felt that they could speak up and have their voices heard.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. Staff felt they were treated fairly by managers and worked well with them as a team. Staff completed training in equality and diversity and understood what it meant.

Staff we spoke with said they were happy and compared their experience working at Angels Care Solutions to other care providers. One member of staff said, “They make you feel like part of the team.”

The provider had appropriate policies in place including lone working policy and flexible working policy which supported staff who may need specific working arrangements to support their wellbeing, work and home life balance.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

Call logs were closely monitored to ensure staff arrived on time, stayed the duration of their call and completed their tasks. Managers would receive an alert if staff were late, or tasks were not completed which could be addressed promptly. We saw evidence of appropriate action taken where any discrepancies were found in people’s care logs.

Regular spot checks were completed to ensure people receive good care and staff wore the appropriate uniform and PPE. Staff told us they received regular spot checks to ensure they were attending on time and providing the correct care and support. One relative said, “They [staff] do sometimes come out to do spot checks.”

The provider understood their duty to collaborate and work in partnership, so services work seamlessly for people. They share information and learning with partners and collaborate for improvement. The service worked well with people, families and professionals.

The registered manager together with the director was able to network and contact external organisations, such as the local authority, for advice, guidance and developments within the health and social care sector. They also worked in partnership with healthcare and social care professionals to address concerns around people's care or changes in their needs.

A regular satisfaction survey was sent to staff, people and relatives to obtain their feedback about the service.Should it be required, there were systems in place to learn from and improve practices based on feedback received.

The provider had systems in place to ensure learning happened and changes to care were implemented when needed, to support good outcomes for people.

Staff completed ongoing training to support them in their role and ensure a consistent approach to care and support. Staff attended supervision meetings to discuss any learning they require. One staff member said, “We have frequent meetings to update, if there any concerns there are always ready to help.”

There were processes in place to record all incidents, accidents, complaints and other audits. There was an improvement plan which pulled together areas of improvement from completed audits.

The provider also had an external auditor who completed an annual audit check on the service. Where any concerns were found, an action plan was produced, and concerns addressed.