Marina Homecare Ltd T/A Visiting Angels Barnet and Enfield

“There was a positive culture in the management, office, and care staff team. Staff commented on how caring and effective their colleagues were. The registered manager followed incident processes when something went wrong and considered what could be learnt for next time. Staff knew what they needed to do if they had concerns for people due to their health needs or if they suspected they may have experienced potential neglect or harm.”

“People had regular reviews and ‘check ins’ during the year to make sure they were happy with the staff and their care experience. Plans were made when people entered the last chapter of their lives, so staff knew what their role looked like. Succinct and pertinent information was gathered about people’s interests and what made them feel good was captured, so staff could build rapport with people, and make the care experience enjoyable.”

“The registered manager and provider advocated for people when they felt they needed health or social services input.”

“The registered manager and staff had a good understanding about the risks which people faced. The registered manager when they joined the service made a point to visit people and complete their reviews so they could get to know people.”

“There were some improvements needed in terms of risk assessing, care planning, and the application of the Mental Capacity Act 2005 in relation to assessing people’s mental capacity and their associated records. However, the fundamentals were working well here and the provider and registered manager were open to this feedback and started making plans to address these shortfalls.”