Guardian Angel Carers Spelthorne, Elmbridge and Runnymede

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection the agency provided personal care to 10 people, mainly older people with physical support needs.

Staff met people's preferences and were innovative in suggesting and carrying out additional ideas and practices to give people an enhanced sense of well-being during any changing needs. People were supported to live their lives how they wanted and could access help in a way and at a time which best suited them. Care and support was delivered in a way to ensure flexibility, choice and continuity. This was made possible irrespective of individual health and physical needs which were addressed by staff proactively and efficiently so people felt comfortable and safe. Professionals told us the agency ensured care plans were clear, medication changes were implemented and worked with them to shorten people's rehabilitation following hospital admissions.

People were treated as individuals and this was reflected in their care plans and day to day support delivery. People's needs were responded to in a way that promoted an enhanced sense of well-being. Staff had strong caring values and respected each person and their choices. The management ethos was to provide a service they would expect their relatives to receive. Technology was used appropriately to benefit people and staff showed a dedication to involving people in the local community.

The service worked in an open and transparent way and built good relationships with healthcare professionals. Staff supported people and their families through hospital admissions and helped them to manage changes in their needs, and at the same time respecting their dignity, privacy and preferences. People were supported to use all available healthcare services and to access the community to maintain their physical and mental health.

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.

The management of the service ensured risks to people were managed effectively. Staff were safely recruited and there was enough of them to support people in a timely way. Staff knew how to protect people from risk of abuse and avoidable harm and how to support them to take their medicines safely.

The service was managed by strong leaders and staff felt supported, involved and listened to. People and relatives found staff to be competent and kind. The management had good systems in place to ensure legal requirements were met and the quality and safety of the service was monitored.

The managers regularly analysed their governance information to continuously improve people's experience of care. The provider kept up to date with changes and followed national guidance. The management took appropriate action to respond to any unforeseen situations such as outbreaks of infectious diseases.