13 June 2023
During a routine inspection
Immaculate Healthcare Services Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats. At the time of this inspection it provided a service for 102 people. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
People's experience of using this service and what we found
People and their relatives told us they felt safe and were protected from the risk of abuse. The service had safeguarding procedures in place that staff were well aware of. Staff received training on safeguarding people.
Risk assessments and risk management strategies were in place as part of the assessment and support planning process. This meant risks to people and to staff were minimised.
There were robust recruitment practices in place and sufficient staff levels to meet people's needs.
The registered manager told us at the time of this inspection staff did not directly administer medicines to anybody as people's relatives took the responsibility for this. Where this was not possible and where people did not manage their own medicines, staff prompted people. The registered manager said all staff received appropriate training to help to ensure people received their medicines safely and staff had clear guidance to follow.
The registered manager ensured that all staff received appropriate training and support to understand and to manage COVID-19. This included best practice for infection control and the use of PPE.
There were systems in place to ensure that accidents, incidents and risks were appropriately recorded and included details of preventive strategies used by the service to reduce the likelihood of events occurring in the future.
Together with referral information, assessments of need and risk were carried out and these informed people’s support plans which were reviewed and updated as people's needs changed.
People told us they were well supported by staff. They were supported to eat and drink according to their dietary requirements taking into consideration people's preferences.
People told us they were treated with dignity and respect. They told us staff had the right skills to deliver appropriate care and support.
People and their relatives said the registered manager welcomed feedback and they said complaints were dealt with swiftly and professionally. People told us they thought the service was well led and that they were very happy with the support they received.
There were effective systems in place to monitor the quality of the service provided to people which ensured good governance. Technology was used effectively by the provider to ensure people were informed promptly about potentially missed or late calls. The service had systems in place to notify the appropriate authorities where concerns were identified. The culture of the service was positive, open and person centred.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was good (published 20th November 2019).
Why we inspected
This inspection was prompted because the service had not received a comprehensive inspection since October 2019.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.