Visiting Angels Central Lancashire received a Good rating across all five key questions on its first CQC inspection, with 9 people receiving personal care at the time. The service demonstrated safe recruitment, personalised care planning, strong leadership, and a positive open culture committed to high-quality individualised care.
Strengths
· People had choice in which staff supported them, with matching based on shared interests and character compatibility.
· Staff underwent a 6-week induction programme combining face-to-face and online training, plus specialised training tailored to individual care needs.
· Registered manager described as approachable, dedicated and operating an open-door policy by both staff and people using the service.
· Service supported people's social, cultural and religious needs, including allocating staff of the same faith and researching religious beliefs.
· Continuous learning systems in place, including audits, reflective discussion after incidents, and staff meetings to share best practice.
Quality-Statement breakdown (23)
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
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 to provide consistent, effective, timely care; Supporting people to live healthier livesGood
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: Supporting people to develop and maintain relationships to avoid social isolation; support to follow interestsGood
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: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirementsGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: Continuous learning and improving careGood