Angel Carers (UK) Limited

Updated 12 October 2021

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

This inspection was completed by one inspector, a medicines inspector and an expert by experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 09 September 2021 and ended on 17 September 2021. We visited the office location on 09 September 2021.

What we did before the inspection

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. We contacted health and social care organisations such as representatives from local authority contracts team, quality improvement team, the safeguarding team. We used all of this information to plan our inspection.

During the inspection

We spoke with 10 people who used the service and four relatives about their experience of the care provided. We received written feedback from three relatives. We spoke with 10 members of staff including the provider, registered manager, general managers, and care staff.

We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including staff training, policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 12 October 2021

Angel Carers is a domiciliary care service registered to provide personal care to people in their own homes. The service provided domiciliary care and 24-hour live-in care. At the time of the inspection the service was supporting 44 people with the regulated activity personal care. People receiving support from the service were adults or older people. Some people were living with dementia. Not everyone who used the service received personal care. The Care Quality Commission (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.

People’s experience of using this service and what we found

The provider had systems in place to keep people safe from abuse and avoidable harm. Everyone we spoke with said they felt safe using the service. Comments included, “I am very happy with the carers, they are lovely” and “The carers are very good. I am very safe in their care”.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection (and update) The last rating for this service was good (published 19 December 2019).

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding to test the reliability of our new monitoring approach.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.