Amazing Angels Homecare

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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Feedback from people using the service, their relatives, and staff consistently demonstrated an exceptionally caring culture where kindness, compassion, and dignity were embedded throughout the service. One person said, “Everyone is very kind and sweet.’’

People and their relatives repeatedly described staff as going above and beyond what would normally be expected to ensure people felt valued, respected, and emotionally supported. One relative told us, “I am very grateful for the support they provide because caring can be tiring. They help me a great deal and it means that I do not have to worry about my loved one." Also, other relatives said, “There is a lot of kindness and understanding. They always try to ensure the same carers visit at the same times, which is very important to us" while another commented, “They are very respectful, and I am more than happy with everything they do.’’

The provider supported people to maintain their dignity and self-worth, even during periods of declining health. One relative explained how staff treated their loved one with respect saying, “Amazing Angels Homecare treat my loved one with dignity and respect and never patronise or talk down to my loved one. Staff are very gentle and caring.’’ This demonstrated that staff understood the importance of preserving people’s identity, independence, and self-esteem.

People consistently described feeling emotionally supported by staff. One person told us, “They are very nice people. They stop me from feeling lonely and help me feel safe.’’ Another person explained that staff had waited for them to return home following a hospital admission and ‘’made sure I was alright afterwords.’’ These examples demonstrated that care extended beyond task-based support and focused on people’s emotional wellbeing and sense of belonging.

Staff feedback reflected a culture where compassionate care was actively encouraged and valued. One staff member said, “I chose to continue working with Amazing Angels Homecare because caring for people had become so meaningful. Over the years, many of them have become a big part of my life, and it has been a privilege to remain part of their lives.’’ Another staff member said, “I always try to find time to sit and have a chat or cup of tea with people as I feel this is a very important part of our role.’’

The consistent feedback from people, relatives, and staff demonstrated a service where kindness, compassion, and dignity were not isolated examples but were embedded in everyday practice and had significant positive impact on people’s lives.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and their relatives told us staff knew them well and adapted support to suit their individual wishes. One person said, “Staff are friendly, competent, and do a good job. They are meeting my needs well.’’ One relative explained, “Staff have a lot of empathy and encourage my loved one to do what my loved one can for themselves.’’ while another commented, “The staff are efficient and know what they are doing. They are very good people, and I feel I can trust them. They always ask for my consent, especially if a member of staff is not familiar to me.’’ This showed staff promoted independence and recognised each person’s abilities. Another person told us, “They support me to remain independent. I am still able to cook for myself, and they help me clean afterwards.’’

The provider recognised the importance of maintaining independence and adjusted support to enable people to continue doing the things that mattered to them. The impact of this personalised approach was particularly evident in feedback from relatives whose loved ones had complex needs. One relative told us, “Because of their support, my loved one is able to remain at home.’’ Another stated, “They make such a difference to my loved one’s life, and being able to stay at home makes my loved one very happy.’’ These comments demonstrated how staff worked alongside families to achieve outcomes that were meaningful to people.

Staff described how they were empowered to respond flexibly to people’s emotional and social needs. One staff member explained how they noticed a person appeared quieter than usual during a visit. After supporting them with personal care, they spent additional time sitting and talking to them because they recognised the person was missing their family and needed someone to listen. The staff member said, “The training I have received has given me the confidence to recognise when emotional support is needed and I am trusted to make decisions for the people we cared for in their best interests.’’

Staff also spoke about building meaningful relationships with people. One member of staff said, “Building relationships is very important to me. It makes the people we care for more relaxed and allows me to do my job how they want me to.’’ This demonstrated a culture where staff took time to understand what mattered the most to people and adapted support accordingly. This evidence showed the provider consistently treated people as unique individuals, with support around their preferences, goals, and wellbeing rather than organisational routines. One person also mentioned that the management team supported to purchase laundry utilities and commented, “They did not have to do that, but they helped me order them, made sure they were installed, and checked they were working properly. I was so pleased with their help. They have been extremely kind and efficient.’’

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged and supported to maintain their independence, make choices about their daily lives, and have control over the care and support received. They were involved in decisions relating to their care, and where appropriate, relatives and healthcare professionals were consulted to ensure people’s wishes, preferences, and best interest were respected. One person said, “They helped me get dressed and supported me to regain my strength and independence. Over time, my muscles became stronger, and I was able to become more independent again. Their support made a real difference to my recovery.’’

The provider listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and their relatives told us the provider communicated effectively and kept them well informed. Records showed that staff responded to people’s individual needs and regularly worked with other services when additional support or information was required. One relative said, “They are very reliable and always available. If there is a family crisis or personal issue, they will arrange support for my loved one.’’ This helped to ensure people received consistent, and person-centred care.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

Feedback showed staff wellbeing was actively promoted, resulting in a stable, motivated workforce that delivered exceptionally caring support. Staff consistently spoke positively about the support they received from the registered manager. One staff member said, “I started off as a support worker in this service and through the registered manager encouragement and additional training I was promoted to a senior role.’’ Also, staff described receiving support during personal circumstances, stated that the registered manager had been “very supportive as I have had a few health challenges and has been very flexible with my working and supporting through my hospital admissions.’’

The provider had implemented additional measures to support staff wellbeing. Staff had access to an Employee Support Service, available 24 hours a day, seven days a week, which included a confidential stress helpline offering expert advice, practical information, specialist counselling, and emotional support. This demonstrated the service commitment to promoting staff wellbeing and resilience and ensuring staff had access to support when needed.

Staff repeatedly described the service as a family and highlighted the positive culture. One staff member told us, “I can genuinely say I love my job.’’ Another staff said, “I have never wanted to move from the service as it does feel like you are a part of a family.’’ Staff consistently reported feeling valued and included, with staff member commenting, “I feel very lucky to have a job where all my colleagues in the field are supportive and are not just colleagues, they are good friends.’’ Another staff said, “The support, encouragement, and friendships I found through both my colleagues and people helped me grow in confidence and become a stronger version of myself.’’

People and their relatives also recognised the positive impact of the workforce. Feedback included comments such as, “Amazing Angels Homecare recruit people with very high standards of care’’ and “Staff are brilliant.’’ The evidence demonstrated that the registered manager invested in staff wellbeing, development, and professional growth, creating a caring and supportive culture. This enabled staff to provide highly personalised care and contributed to the exceptional experiences by people and their relatives.