Angel Home Care Service Private Limited

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. Staff treated colleagues from other organisations with kindness and respect.

Staff felt strongly about ensuring people were treated with dignity and respect. This was reflected in the feedback we received from people. One person told us, “Staff are very good. They come regularly and are always respectful and kind.” One relative told us, “Staff are very good. They joke with my loved one and they are very caring.”

People also told us, they were supported by staff who knew them well, and there was consistency in who provided their care, which helped them feel comfortable and reassured. One relative told us, “It was important for my loved one to have the same carers and this has been put in place.”

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.

Staff had a good understanding of people’s individual needs and preferences. One staff member told us, “I always give people a chance to do the things they would like to do. I help people with different needs.” One relative told us, “The team supporting my loved one are all males and they were matched with them as this was important regarding personal care.” Another relative explained their loved one who does not speak English was allocated a staff member who speaks their native language and this makes the person feel safe, included and understood. However, when we reviewed care records held about people these did always reflect the knowledge staff held about people they supported, which limited the provider’s ability to ensure care was consistently delivered in line with people’s preferences. We told the registered manager about this, and this feedback was going to be addressed for example during the review of people’s care plans.

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 to lead as independent lives as possible. Staff offered people choices and respected their wishes and individual preferences. One person told us, “I can be a bit spiky, I know what I want but staff are very pleasant and very patient with me.” One relative told us, “They [staff] do things with my loved one rather than just doing things for them which is important.” People felt they were in control of their care and were actively involved in decisions about how their support was planned and delivered. However, this was not always documented in people’s care records.

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

Staff had a good understanding of people’s individual needs and were committed to ensuring these were met. Staff responded to people’s needs promptly and appropriately. One relative told us, “When my loved one became unwell they[staff] called for an ambulance and then they called me. Staff went in the ambulance with them and stayed until I could there.”

Staff were aware of people’s individual communication needs and were proactive in meeting these.

The provider took active steps to ensure support was delivered effectively, for example by matching staff with people they were supporting, helping to promote consistency and improve communication and rapport.

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

The provider demonstrated a strong commitment to supporting workforce well-being and promoting a culture where staff felt valued and enabled to perform their roles effectively. Staff told us they felt well supported by the registered manager, and they were approachable and available when they needed guidance. One staff member told us, “The manager is easy to approach. They are quite supportive. They respond to us quickly when we raise concerns.” Another staff member told us, “The manager doesn’t just care about people but about us as well, they want us to be safe.”

Regular supervisions and staff meetings provided staff with opportunities to discuss their well-being, workload or any pressures they were experiencing.”

The provider encouraged an open culture where staff were confident to raise concerns and share their feedback.

Training and development opportunities were available to staff. One staff member told us, they were supported to complete level 3 qualifications in Health and Social Care. Staff felt the workplace was positive and inclusive and the provider invested in their well-being and personal growth.