Immaculate Care Limited

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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

There had been improvements to effective care. People had consented to their care and treatment. However, further information about people's communication needs and any barriers to this was needed to make sure staff always presented choices in a way people could understand and consent to. The staff worked in partnership with others, alerting relatives and external professionals to any concerns regarding people's health or wellbeing. Staff monitored changes in people's conditions and provided appropriate care based on people's assessed needs. The staff would benefit from more detailed information about people's healthcare conditions and how these affected them. This would enable them to provide more personalised care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People using the service and their relatives explained they had been asked for their views and choices as part of their assessment. They had been able to discuss their needs and had agreed to their care plans. They told us these were reviewed, and changes were made to planned care when needed.

The registered manager told us they undertook the first few care visits for each person to help them get to know about the person's needs and choices. They asked them about the type of care workers they wanted. They introduced new care workers and shadowed them to make sure they understood about people's individual care.

Managers met with people and their representatives to carry out assessments of their needs. They used these assessments to create care plans. They regularly reviewed these and updated them when this was needed.

People told us the agency followed guidance from other professionals. They said that care plans incorporated their needs and staff followed these. Their comments included, ''The carers and office [staff] agreed a list of things to do and they never refuse'' and ''[Person] seems quite happy with [their] care.'' One relative explained staff were good at responding when the person being cared for became agitated or shouted. They told us staff were calm and handled the situation sensitively and well.

Staff told us they had support to understand about best practice and learn through training.

People's care was planned in line with their choices, best practice guidance and information from external professionals.

People and their relatives told us staff informed relatives, the manager and other healthcare professionals if they had any concerns about a person's wellbeing.

Some staff felt communication within the agency needed to be improved. We discussed this with the management team so they could address this concern raised by staff. They told us they had regular meetings and messaging applications to help make sure staff were well informed.

We did not have any direct feedback from partners, but we saw there was good communication between the agency and external professionals to help ensure people's needs were met.

The provider had systems to help ensure staff and others had clear information about people's needs.

People using the service and their relatives explained staff monitored people's health. They followed guidance around healthcare conditions, such as diabetes, making sure they alerted others of any changes in these conditions. One relative told us, ''If [person] needs help or needs to see a doctor the carers tell me.''

The registered manager told us they liaised with other professionals to make sure people's healthcare needs were monitored and met.

People's care plans included some information about their healthcare conditions. However, this was not always detailed enough to help ensure staff understood about these and could always provide personalised care. We discussed this with the management team so they could improve the quality of information.

People using the service and their relatives told us the service was responsive when their needs changed. One relative explained how a person's mobility and health had deteriorated. They told us the agency had adjusted the care plan and that the service had been ''excellent.'' Another relative told us that carers had monitored a wound and shared information about this with the family and district nursing team.

The registered manager told us they carried out unannounced spot checks to observe staff and make sure they were following care plans.

Managers reviewed and audited logs of care and medicines records. They spoke with people using the service and their relatives. They used these processes to help monitor outcomes and make sure people's needs were being met. People had given positive feedback about their experiences. Recent reviews of people's care included the comments, ''The care workers are doing a good job'' and ''The carer are doing an excellent job, they are diligent and compassionate.''

People and their relatives told us staff offered choices and respected these. They had consented to their care and told us they were able to request changes.

The registered manager told us they discussed people's care with them to make sure they consented to this.

The provider had not always recorded how people understood and made choices or if there were any barriers to communication. We discussed this with the management team so they could improve the written information about this. There were processes to help ensure people had consented to their care. These were followed.