Visiting Angels Care Also known as Visiting Angels

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 71 (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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Assessments of people’s needs had been carried out prior to people using the service. These involved the person and, where appropriate, their relatives and healthcare professionals. This ensured the service was able to meet people’s needs and preferences.A relative told us, “They [staff] visited and chatted with us both, they got to know [loved-ones] likes and dislikes.” A person commented, “[Staff] came to see me and had a long chat with me about what care would be best for me.”

Although some staff told us these initial assessments were not often updated onto care records in a timely manner. A staff member told us, “Sometimes with a new client I have had very little information on the [care system] to go off.” The service acknowledged there were occasions where delays occurred in uploading information to their relatively new system. They told us processes were being implemented to ensure information about people’s care is recorded and accessible in a timely way, so staff have the guidance they need to deliver safe and personalised care.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. Staff delivered care in line with recognised good practice and up to date guidance. People told us care reflected people’s assessed needs and was adapted to meet individual requirements. Staff received regular training to make sure they were kept updated with best practice guidance. The registered manager audited care plan records, to identify concerns.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Staff told us they worked well with other staff to make sure people had the care visits required. Staff communicated with each other and contacted healthcare professionals if needed. People’s records demonstrated staff liaised with healthcare professionals about people’s health and care needs.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. People were supported by staff to manage their health and wellbeing, while also promoting and maintaining their independence wherever possible. People and their relatives told us they were involved in regular reviews of health and wellbeing needs, ensuring care remained appropriate and responsive to any changes. Staff placed emphasis on encouraging people to maintain relationships that mattered to them. A staff member told us, “I regularly take a client out to social events or to meet family for days out. I help facilitate it and plan things in advance to make sure the places are ok for their needs.” The service provided an example of how they supported an individual to adopt healthier lifestyle habits. This included reducing substance use, minimising the risk of falls, encouraging positive behaviour changes, and improving overall well-being. These outcomes were achieved through the development of a positive relationship with a staff member, who provided encouragement and actively promoted healthier lifestyle choices.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured outcomes were positive and consistent, and they met both clinical expectations and the expectations of people themselves. People told us they were happy with the care they received. The provider actively encouraged people to share their views, which supported the regular review and updating of care records. People were often supported by consistent staff teams who had time to get to know their individual needs. This continuity meant any changes in people’s needs were identified promptly and reported to management, enabling timely updates to care delivery. Daily care records demonstrated staff supported people in line with their assessed needs and agreed outcomes.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. Staff understood the importance of obtaining consent before delivering care and had received up to date training around the Mental Capacity Act (MCA, 2005). A member of staff told us, “I let people know why I’m there for example, to make lunch or support with personal care and I then offer them choices. I promote their independence as much as possible. Even if their choice isn’t what I would choose it doesn’t matter, it’s their life.” People were asked for their consent prior to any care commencing. Information around what people could expect from their care and support was detailed within care plans. A person told us, “They [staff] ask permission before they do anything, they [staff] always make sure something is okay with me first before doing it.”