Immaculate Care Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

There had been improvements at the service since our last inspection. The provider had systems for monitoring and improving quality and these had been effectively implemented. People using the service, their relatives and staff felt the agency was supportive and well-led.

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.

Staff told us they would recommend the agency as a place to work and to care for a loved one. One staff member commented, ''The agency does things properly and care about the wellbeing of staff.''

The provider regularly met with staff to discuss their work and the visions and values of the organisation.

Staff felt supported by the management team. Their comments included, ''My line manager is there to support me whenever I call and I am confident to do my job'' and ''There is a supportive work environment and the opportunity to make a positive impact on the lives of people who need it.''

The registered manager was supported by the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. They worked together in the day-to-day management of the service, as well as monitoring and improving quality.

Staff knew who to speak with if they had concerns. They felt happy and confident to do this.

The provider had procedures for staff to speak up. They also gave staff the information they needed so they could contact external agencies if they felt unable to raise concerns with managers.

Staff felt supported with their individual needs. They felt well treated.

The provider's systems and processes supported staff with their individual needs. Staff were given time off or support for cultural, religious, and personal needs.

Staff felt the service was well managed and run.

Written information about people's care and needs had improved since our last inspection. However, we identified further improvements were needed to help make sure information was personalised, detailed enough, and gave staff clear guidance. We discussed this with the managers so they could look at ways to develop these records further. The provider had a range of policies and procedures. Staff were aware of these. These reflected good practice guidance and legislation. There were suitable systems for record keeping and data protection.

People using the service and their relatives knew the management team. They told us they had regular contact with managers. They said the agency worked with other professionals. One relative told us, ''They are not just a voice on the end of the phone, they check things have been done right.''

The provider explained they worked closely with healthcare professionals when needed, including taking advice and following recommendations.

We did not receive any direct feedback from partners. We saw the provider had evidence of partnership working with other stakeholders.

The provider had suitable systems for identifying changes in people's needs and ensuring these were reported to relevant professionals. We saw evidence of correspondence and referrals when people's health or mobility changed.

The management team explained they had various systems for monitoring the quality of the service and gathering feedback from stakeholders.

Since our last inspection, the provider had improved their systems for monitoring quality and identifying risk. They had met previous breaches of Regulation. They had systems to help make sure improvements were sustained. The provider carried out audits of records. They undertook spot checks to observe staff. They also asked people using the service, their relatives, staff and other stakeholders to give feedback about their experiences.