Visiting Angels North Surrey

Although the provider had followed the Mental Capacity Act 2005 (MCA) in practice, the best interests decisions were not recorded as necessary. Staff received on-going support on the job and had to attend training relevant to their role responsibilities. Staff understood the principals of mental capacity and how they had to support people in the decision-making process. Care records reflected the support people required to attend to their health needs and follow a balanced diet.

People appreciated staff that cared for them and described them as kind and caring. People felt involved and had a say in how they wanted to be supported with personal care. Staff encouraged people to maintain their independence skills so they could carry out activities for themselves.

Care plans were personalised and comprehensive which provided guidance for staff in how people wanted to be supported. Information related to people's communication needs was available for staff who aimed to encourage people to take part in conversations. Systems were in place to gather feedback from people and the information collected was used to improve the service delivery as necessary.

People felt that the leadership at the service was very good. Staff told us that systems in relation to communication between the staff team were well established which helped to share information quickly when necessary. The provider had aimed to improve their systems going forward making sure they achieved consistency and the best outcomes for people they supported. They planned to carry out regular staff meetings and provide staff with opportunities to feedback about the service delivery.