Archived: Angel Steps Care

This is the summary of what we found:

Is the service safe?

Staff received the training they needed to carry out their roles safely. We saw that staff were trained to administer medication and we checked records and found that people were given the correct medicines in a timely way.

Care records were regularly updated to ensure that people received the care they needed to keep them safe. The service worked with other healthcare professionals when they were concerned about someone's safety. We saw that a social worker had been asked to reassess someone because staff were concerned about the frequency they were falling in their home.

People told us they felt safe and trusted the staff. One person told us, 'I trust them completely. I've got no complaints'. The quarterly survey which the service sent out included a question which asked people if they felt safe. We saw that all those who replied had said that they did feel safe.

We looked at rotas and found there were enough staff on duty to keep people safe and meet their care needs. Where people needed two staff to help them with their mobility we saw that they always received this.

Staff received training in safeguarding people from abuse and were aware of how to raise an issue if they were concerned about someone.

.

Is the service effective?

People's health and care needs were assessed in consultation with either the person themselves or relatives. People's care plans reflected their healthcare needs and the service worked in conjunction with support from outside professionals to meet them.

People who use the service and their relatives told us that staff were usually on time and if they were late for any reason they will always call to let people know. People we spoke with told us they had never been let down by the service.

Is the service caring?

People were supported by staff who were kind, caring and respectful. Care workers supported people with patience and genuine affection, assisting people who required additional support in a dignified manner and at their own pace.

People told us they were happy and felt well cared for. One relative told us 'I am very happy. They treat (my relative) with dignity ' no question'. Another relative told us 'I get on so well with them. They have never let me down and (the carers) are really, really good'.

Is the service responsive?

People's care records showed that where concerns about an individual's wellbeing had been identified, staff had taken appropriate action to ensure that people were provided with the support they needed. This included seeking support and guidance from other health care professionals about possible pressure sores and falls in a timely manner.

We saw that the service responded positively to comments made in the quarterly surveys they sent out. We found that in response to suggestions from people who use the service and their relatives visit times had changed for one person and uniforms had been provided for staff.

People's preferences and choices had been recorded in their care plans and we observed that care and support was delivered in accordance with people's wishes.

Is the service well led?

The service had a quality assurance system in place and we saw that the manager monitored the quality of the service closely by working alongside the staff on shift and by carrying out spot checks.

Staff we spoke with were positive about the leadership of the service and said that they felt well supported. People who use the service and their relatives were positive about the leadership of the service. One relative told us that they felt that a service succeeds or fails on the strength and capabilities of the manager. They told us "I feel (the manager) is an excellent leader. We have absolutely no complaints'.

We found that people were not always asked for their consent before they received care and treatment as they, or their relatives, had not always signed their care plans.

We found that staff were happy working at the service. One person told us that they felt supported by the manager. However we saw that the service had not supported its staff effectively because they were not provided with the necessary training or supervision to carry out their role effectively and safely.

We had serious concerns about the poor recruitment practices. We found that pre-employment checks had not been completed for all staff and that there was no record of staff being interviewed and references checked before they began work for some staff.

We saw records that related to the employment of overseas staff. One record did not contain the correct type of visa which allowed the person to work at the service.