Angel Holistic Care Limited

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

People were protected from the risk of harm and abuse. Staff demonstrated good understanding of how to safeguard people in their care from harm and abuse. They told us they felt confident management would listen and take action if they raised concerns. People were supported to understand and manage risk. Support plans were clear and provided sufficient guidance for staff to keep people safe. There were sufficient and appropriately trained staff available to support people.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Learning culture during this assessment. The score for this quality statement is based on the previous rating for Safe.

One healthcare professional told us: "Carers are thoughtful, personal in their approach. They go above and beyond, I would trust them with my own relatives."

People and their relatives all told us they felt safe and well supported by Angel Holistic Care. One person told us: "[Staff] are friendly and helpful. Having someone around makes me feel safe." One relative said: "I feel that my [relative] receives safe care. The carer is very experienced and follows safe protocols and procedures. There have not been any issues with our wonderful carer." Another told us; " [Staff] are very attentive to [my relative's] wellbeing and state of health." People and their relatives told us any problems were dealt with promptly an effectively. Relatives told us: "There is always someone to speak to on the phone. Registered [Manager] appears to be very keen to help and she was very professional in finding us a carer at short notice." And "[Registered Manager] seems on top of what is going on and is involved in planning etc. [They] seem approachable and supportive." 

Staff told us they felt confident in reporting any concerns to management, and to Local Authority (LA) safeguarding team. Staff understood how to protect people from avoidable harm, possible abuse and how to whistle blow. Feedback from staff showed there was an open and positive culture. Staff demonstrated knowledge and confidence to identify safeguarding concerns and knew how to report these. There was a clear management structure in place. The majority of staff told us Registered Manager was approachable and supportive. Staff were issued with the telephone numbers pf the LA safeguarding team, whistleblowing, emergency services and out of hours if they required for assistance. Staff told us: "I would report it immediately to my manager. I definitely feel she would listen and take action." And "I would report abuse to my line manager. If I feel no action was taken I will contact safeguarding. If abuse is from the manager, I will report to safeguarding as well."

The provider's safeguarding policy and processes were in line with relevant legislation. Staff were trained in safeguarding and had a good understanding about how to protect people from different forms of abuse.

Risk assessments for people using the service were in place and were individualised to each person's presenting risks. Personalised risk assessments gave clear control measures and guidance to help keep people safe without being overly restrictive.

People and relatives told us they were supported to have maximum choice and control of their lives. Staff always asked for consent of people when providing their care and support.

Staff knew people well and understood their needs. One carer told us: "I got plenty of information. I was even given a separate information booklet about a person's condition." One carer commented: "I am given enough information about people's risks and how to keep people safe." Care plans were detailed and regularly reviewed. Staff understood these and knew where to access the information. Staff told us: "I love the app, the fact notes are up to date and family can see them. Like the ethos of being a small bespoke care company'. A care administrator explained: 'I know that care plans are written with support from the service user, the primary carer, and the service user's family if required. Care plans are updated and reflect a good picture of how to positively manage risks/keep clients safe." People and their relatives told us they were supported to take positive risks to aid their independence.

We did not look at Safe environments during this assessment. The score for this quality statement is based on the previous rating for Safe.

Recruitment processes were not always robust. The Registered Manager took immediate action to rectify the shortfalls identified. There was adequate staffing to meet the needs of people using the service. Supervision sessions were documented on staff files and there were clear processes in place to inform and support staff where issues or concerns were identified with their performance. Care plans were clear and provided sufficient guidance to staff to keep people safe. There were sufficient and appropriately trained staff in place to support people.

The majority of staff told us there were always enough staff to meet people's needs. One staff commented: "I have never had to stay on at my placement due to short staff I always get my rest days off." Staff told us they were supported and appreciated by the Registered Manager: Comments made included; "The manager goes over and  beyond to help the individual I support every day." Another staff said: "I found them very supportive. Unusually supportive actually. They treated everybody as part of a family. They allowed me longer breaks on less days." and "[Registered Manager] would always sort something out and cover herself should the need arise. They care about their staff and clients equally." Another staff told us: "There is enough staff to ensure people's needs are met. I have never heard of a client who has been without a carer. They make sure there are carers who cover breaks and take clients out and for appointments." Staff had suitable knowledge and skills to meet people's needs. Staff confirmed they received the training they needed in order to carry out their roles. Staff were provided with support and supervision. Staff confirmed supervision took place to enable them to discuss their work, resolve any concerns and plan for any future training they needed or were interested in undertaking.

People and their relatives told us there were always enough staff to meet their individual needs. One person told us: "I always have a carer 24hrs a day. The breaks and changeovers go well." A relative said: " [There's] plenty [of staff]. Always a relief person." Staff knew people well and understood their needs. Relatives told us: " the carer seems to really care about my [relative] and consider [their] needs carefully." And "If [person] wants anything they do it without any hesitation. The care is good." People and their relatives spoke highly on staff experience, skills and knowledge. Relatives told us: "Our carer is superb. [They] will go way beyond the call of duty to help my [relative]. [Staff] will work around us for [their] breaks and is extremely flexible, professional and extremely kind." And "[Staff] come across as competent and confident."

We did not look at Infection prevention and control during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Medicines optimisation during this assessment. The score for this quality statement is based on the previous rating for Safe.