Angels Care Home 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 service 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.

People were treated with kindness, empathy and compassion and their privacy and dignity were respected. People and their relatives were positive about the kind and compassionate attitudes from office staff and carers. They told us staff treated them with respect. Theyreceived care from staff who were familiar to them and they were able to develop strong relationships.

Relatives described staff as kind and compassionate people who cared about their family members. They said their family members had developed very positive relationships with the staff who supported them. A relative told us, “The carers are very kind and they know [family member] well. They are so supportive to us and it really helps us feel relaxed and less stressed knowing they are there to help [family member.” Another relative said, “The carers are really nice. They are lovely and I never give us cause for concern.”

Staff told us the registered manager monitored how they engaged with people during spot checks to ensure they were treated with kindness, compassion and dignity. A staff member said, “It is important for me to check clients are okay, are treated with compassion and feel valued, happy and loved.”

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. Staff and the management team took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff told us they read people’s care plans and spoke with them and their family members to help get to know them and their cultural backgrounds. A staff member said, “I treat people as an individual and respect their culture or religion and language. I am against discrimination and treat people like I would want my family to be treated.”

Relatives told us staff demonstrated skill and kindness in their approach to providing care. They told us the service were able to provide care staff of similar backgrounds or who spoke the same first language as their family members to help with communication, understanding and comfort. A relative said, “The service were able to match carers to [family member] and they spoke [language] which was good for [family member]. We needed good staff who could speak with us and understood what [family member] needed.” Records showed the registered manager had assigned appropriate staff to ensure people’s needs and preferences were met.

People’s care plans recorded people’s religious, spiritual and cultural needs. This ensured staff knew how to provide care in a way that reflected people’s cultural needs. For example, staff knew when people wanted to practice their religion and perform prayers or worship or listen to recitation of religious text. A relative said, “The management have been very helpful with supporting us with this for [family member].”

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 supported by staff who promoted their independence and encouraged choice in how they wished to receive their care and support. Relatives told us staff and managers made sure they were fully involved in all of the decisions related to their family member’s care so that people had control in this regard. A relative said, “Yes, we are involved in the decisions about [family member’s] care. We agreed with the agency the level of care that was needed.”

People’s care plans clearly described the support and care people wanted, what they were able to do and wanted to do for themselves. A staff member told us, “We encourage our clients to do what they can for themselves. We can support people to be mobile and walk around using their frames as much as possible.” Another relative said, “The staff definitely encourage independence like they can choose what they want to eat and what to wear.”

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.

People and relatives told us staff were responsive to their needs and communicated with them respectfully and with kindness. A relative said, “The carers are like family and they would always respond quickly to anything.”

Staff told us of the actions they should take to respond to people’s needs and if there was an emergency. A staff member said, “I would call for an ambulance if the client was very ill or had a fall. We would report it to the office also.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff said they were well supported by the provider and told us their wellbeing was taken seriously.

Staff told us the management team were open and approachable. They felt their wellbeing was taken into account especially as they often worked for long periods supporting people in their home. A staff member said, “I am fully supported and I can speak with [registered manager] if I have any problems or need to take time off. The manager listens and is very helpful.”