About the service: Angelcare Wakefield is a domiciliary care agency that was providing personal care to 54 people at the time of the inspection.

People’s experience of using this service:

People felt safe and were happy with carers. Carers knew how to recognise and report potential abuse. Risks was appropriately assessed and guidance reflected individualised need. If people required nutritional support this was offered, as was access to other health and social care services where needed.

People received support from a consistent staff team who arrived on time and stayed for the required duration of the call. Staff understood the importance of obtaining consent and people said they always had choices.

Staff were appropriately trained and knowledgeable supporting with all aspects of care delivery including medication safely. Regular competency checks including medication and moving and handling provided reassurance practice was safe. All staff said they felt part of a team.

People were properly assessed, and their needs and wishes were reviewed regularly. Privacy and dignity was promoted along with independence. Records were reflective of people's current needs.

Complaints were well handled with evidence of reflection and learning where necessary. The service had received many compliments. People all knew who to contact and staff felt able to raise any issues.

Views of both staff and those receiving support were considered in detail. Quality assurance systems assessed service delivery accurately and showed improvements were considered and implemented wherever possible.

Rating at last inspection: Good (report published October 2016)

Why we inspected: This was a planned inspection based on the rating at the previous inspection.

Follow up:

We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. We plan to complete a further inspection in line with our re-inspection schedule for those services rated good. If any concerning information is received, we may inspect sooner.

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

The inspection of Angelcare Wakefield took place on 22 August 2016 and was announced. On 25 August 2016 we made calls to people using the service to find out their experience. The service had not previously been inspected. The service provides personal care support to people in their own homes between the hours of 5am and 11pm, seven days a week. There is an out of hours contact number for people if they have any difficulties.

We met with the registered manager on the first day of the inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were safe as staff were well trained and understood the limits of their role. Staff also knew how to report any safeguarding concerns and demonstrated a good awareness of what these concerns might be. Risk assessments reflected individual need and offered risk reduction measures where necessary.

Staff continuity was good and people felt they knew staff well and that they were reliable. Medicines were properly managed ensuring people received their medication when it was required and that this was recorded accurately.

Staff had access to support and regular training and understood the requirements of the Mental Capacity Act 2005 in regards to the presumption of capacity. They were able to support people effectively with nutritional and hydration needs, and accessed outside agencies such as GPs or district nurses as required.

People spoke positively of the care staff, saying they were patient and kind, and offered to help in any way they could. Relatives and other relevant parties were included in reviews of care. People felt their dignity and privacy was maintained by staff.

Care records were comprehensive and identified individual needs, guiding staff as to how to best meet these needs and showing evidence of regular reviews meaning the records were relevant.

Complaints were handled professionally with an apology, investigation and outcome, which was followed up on after successful resolution to ensure the situation had been remedied properly.

The service received constructive leadership from the registered manager and the service manager, who both clearly know people well. They promoted staff development and ensured through regular scrutiny of records that the service was meeting all necessary requirements and improvements were made where identified.