Angel Home Care is a domiciliary care agency that provides personal care to people living in their own homes in the community. When we inspected they were providing the regulated activity, personal care, to 59 people in Bovey Tracey and surrounding rural areas in Devon. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People were supported by staff that were caring, compassionate and treated them with dignity and respect. Any concerns or worries were responded to and used as an opportunity to improve the service. Overall what people liked specifically about the service was the professionalism. People described the service as, “Courteous”, “Wonderful”, [Care workers] have time for a chat” and one person said staff always asked, “Is there anything else I can do before I go?”.
People received person-centred care and support based on their individual needs and preferences. Staff were aware of people's life history, and their communication needs. They used this information to develop positive, meaningful relationships with people. One person said they loved seeing the care workers and showing them photos of their family.
People told us they felt well cared for by staff who encouraged them to maintain relationships and keep their independence for as long as possible.
The provider ensured, as much as possible, people had consistent staff visiting them.
People were supported by staff who had the skills and knowledge to meet their needs. Staff understood and felt confident in their role. One care worker said they had good training, especially in topics related to individuals such as advanced epilepsy. Staff liaised with other health care professionals to ensure people's safety and meet their health needs.
Staff spoke positively about working for the provider. One care worker said there was good, supportive, approachable management. They felt supported and could talk to management at any time, feeling confident any concerns would be acted on promptly. They felt happy in their work.
Audits and an overarching service improvement plan (SIP) had been completed to check the quality and safety of the service. The provider was very passionate about providing good care and they and the staff team had worked closely with the local council quality and improvement team to ensure they were embedding effective systems. The staff team worked well together with the provider in their roles and ensure people received a good service.
Rating at the last inspection and update
The last rating for this service was Requires Improvement overall with Well-Led rated as Inadequate (last report published 20 May 2019). We issued two warning notices in relation to breaches of good governance and safe care and treatment regulations.
The provider completed an action plan after the last inspection to show what they would do and by when they expected to have improved and were meeting the regulations.
At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
This inspection was carried out to follow up on action we told the provider to take at the last inspection.
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk