Angel Carers (UK) Limited

Risks to people's health, safety and well-being were assessed, and measures were in place to reduce the risks. People's medicines were safely managed. Staff were deployed effectively to ensure people received the care and support they required. People said the service was flexible to meet their needs. Recruitment procedures in place helped to ensure only staff suitable were employed.

Infection prevention and control policies kept people safe and had been updated to reflect the latest guidance for the COVID-19 pandemic. Comments included, "I feel safe. They are well trained and observe all COVID regulations".

People and their relatives contributed to the initial assessment process to ensure needs, preferences and expectations could be met. People were supported to manage their health and medical conditions. People's records contained information for staff to help them work safely and effectively with people.

The provider's induction procedures, ongoing training and spot checks ensured staff had the skills and competencies to carry out their role effectively.

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.

Everyone we contacted spoke highly of staff, describing them as respectful, caring and friendly. Comments included, "The carers are lovely, treat me well, kind and respectful. They are very jolly, and we chat about all sorts of things. I am quite deaf, and they are very patient, making sure I understand". People received support, wherever possible, from the same staff who knew them well so the care they received was consistent.

People told us staff had time to socialise and chat with them. Comments included, "They (staff) chat with me about my interests. In fact, we swap recipes as we are both interested in cooking. They have helped me access my laptop".

The provider had a complaints procedure in place and people told us they knew how to raise a complaint or concern. People said when they had any issues, these had been swiftly resolved by the registered manager and staff. However, one relative felt improvements could be made in this area.

People had been given the opportunity to discuss their wishes in relation to end of life care and their preferences and advanced decisions had been recorded, where appropriate for the person.

The service had an experienced registered manager, who was also a director of the company. There was a clear management structure and accountability within the service. An experienced senior management team supported the provider and registered manager. There were systems in place to monitor and assess the service provided, which helped the provider and registered manager to identify and address any shortfalls.

People had regular opportunities to feedback their experience of the service. For example, through care reviews, regular phone calls from the senior management team; spot check visits and satisfaction surveys. People and they relatives confirmed there was good communication with the service.

The provider and senior management team worked in partnership with other health and social care professionals, such as GPs, nurses and social workers, to ensure people's health and wellbeing was maintained.