Guardian Angel Carers Wimbledon & Kingston

People were cared for and supported by staff who were suitably trained. Assessments of people's support needs and wishes were carried out before they were provided with a service by this agency. Where staff were responsible for assisting people to eat and drink, their dietary needs and wishes were assessed and met. People were supported to stay healthy and well, and to access relevant community health and social care services as and when required. 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 treated equally and had their human rights and diversity respected, including their cultural and spiritual needs and wishes. Staff treated people with dignity and respect, and upheld their right to privacy. People typically described staff as "caring" and "kind". People were encouraged and supported to maintain their independent living skills, and do as much for themselves as they were willing and capable of doing so safely.

People's care plans were person-centred, which helped staff provide them with the individualised care at home they needed. Staff ensured they communicated and shared information with people in a way they

could easily understand. People were encouraged to make decisions about the care and support they received at home and staff respected their informed choices and decisions. Where appropriate, people's end of life wishes and contacts were known and recorded for staff to refer to.

People were complimentary about the way the office-based managers ran the service, and how approachable they all were. The quality and safety of the service people received was routinely monitored by the managers, who recognised the importance of learning lessons when things went wrong. Managers promoted an open and inclusive culture which sought the views of people, their relatives and staff. The provider worked in close partnership with other health and social care professionals and agencies to plan and deliver people's packages of care at home.