Angels Homecare Kent Ltd

People's experience of using this service:

● People told us they received a service where the staff felt like an extended member of their family. People said they received a quality service and would recommend the agency to others.

● People told us they felt safe with the staff who knew how to meet their needs, in the way they preferred. People's needs were assessed prior to receiving a service. People's protected characteristics under the Equalities Act were supported.

● People were at the centre of their care and support; care plans enabled people to maintain their independence. Care records were regularly reviewed to ensure they met people's needs. Staff knew what action to take to protect people from the risk of abuse.

● People were provided with consistency and continuity of care with a small team of staff. Staff were to be recruited safely and the management team worked as part of the care team to ensure there were enough staff to meet people's needs.

● Potential risks posed to people and staff had been mitigated. Staff supported people to attend healthcare appointments and express their views about their support. Staff worked alongside health care professionals to promote people's health.

● People told us staff were skilled in carrying out their role. Staff said they were supported by the management team, who they saw on a regular basis.

● People told us the staff were kind and caring; staff promoted people's privacy and dignity at all times. Staff responded to people's emotional needs which had been included within their care plan.

● People, staff and others were encouraged to raise any concerns they had or make suggestions to improve the service.

● The management team promoted an open culture where staff were kept informed about any changes to their role. Staff told us they enjoyed working for the agency, and that the management team were

approachable and listened to their ideas and suggestions.

● Systems were in place to monitor the quality of the service; spot checks and reviews were carried out by the management team.