POLICIES & GOVERNANCE
Clear standards, open information
Our policy framework sets the standards that guide our care, protects the people we support and helps our teams work safely, consistently and with respect.
OUR POLICY FRAMEWORK
The standards behind our service
We maintain a comprehensive suite of policies and procedures. Key areas are summarised below, and current copies can be requested from our team.
Care, rights and involvement
Our consent, person-centred care and equality policies help ensure that people are listened to, involved in decisions and supported in ways that respect their rights, identity, preferences and communication needs.
Policies include: Consent to Care, Person-Centred Care and Support Planning, Equality and Diversity, and Complaints, Suggestions and Compliments.
Safety and protection
Our safety framework supports staff to recognise risks, prevent avoidable harm, manage medicines appropriately and respond promptly when a person may be at risk of abuse or neglect.
Policies include: Safeguarding Adults, Medicines Management, Health and Safety, Lone Working and Food Hygiene.
Quality and governance
We use governance and quality-assurance processes to monitor delivery, learn from feedback and incidents, identify improvements and promote an open culture in which concerns can be raised.
Policies include: Good Governance, Quality and Quality Assurance, and Raising Concerns, Freedom to Speak Up and Whistleblowing.
Our workforce
Our workforce policies support safer recruitment, appropriate induction and training, continuing competence, supervision and staff wellbeing.
Policies include: Recruitment, Training and Staff Wellbeing.
SPEAKING UP
Complaints, concerns and compliments
We welcome feedback and aim to resolve concerns fairly, promptly and without affecting the care a person receives. You can raise a complaint verbally or in writing with your local Angels Care Solutions team.
Email angels@angelscaresolutions.co.uk or call 020 8001 1871. Please tell us what happened, who was involved and what outcome you are seeking.
If your care is commissioned by a council, you may also use that council’s complaints process. If you remain dissatisfied after completing the appropriate complaints process, you can contact the Local Government and Social Care Ombudsman.
Independent information
Local Government and Social Care Ombudsman
The Ombudsman considers unresolved complaints about adult social care providers.
Make a complaint to the Ombudsman
Telephone: 0300 061 0614
Care Quality Commission
The CQC does not normally investigate individual complaints, but it welcomes information about care services.
CORPORATE RESPONSIBILITY
Our wider commitments
Read how we are addressing environmental impact and promoting responsible employment and supply-chain practices.
Request a policy or accessible copy
We maintain controlled, current versions of our policies. Tell us which policy you need and the format you prefer. We will provide an appropriate copy or accessible summary. Internal, licensed or security-sensitive procedures may be redacted.