First inspection of Visiting Angels - South Middlesex, a domiciliary care agency supporting 12 people with personal care, rated Good overall and across all five key questions. Inspectors found safe, effective and person-centred care delivered by a well-supported staff team and a hands-on, well-organised management team.
Strengths
· People and relatives reported feeling safe and happy with the care provided
· Risks to people's safety and wellbeing had been assessed, planned for and regularly reviewed
· Sufficient staffing with adequate visit and travel time; provider did not take on packages without staff capacity
· Robust recruitment, induction and training, including in-house qualified trainer and well-equipped training room
· Safe medicines management with competency checks, observations and audits
Quality-Statement breakdown (21)
safe: Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrongGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies; supporting people to access healthcare servicesGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: End of life care and supportGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles; duty of candour; partnership workingGood
well-led: Continuous learning and improving careGood