Immaculate Care Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People received personalised care which met their needs and reflected their preferences. People were provided with enough information to help them understand about the agency and their planned care. People's diverse needs were met.

This service scored 71 (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 told us they were happy their care needs were met. However, 2 people explained the care workers did not always engage with them outside of the tasks. They explained they would like more opportunities to have social conversations and activities.

Staff had undertaken training to understand about person-centred care. They supported the same people at regular visits and had opportunities to get to know them.

People's care and treatment was delivered in a way which met their assessed needs. The provider worked in a coordinated way with other professionals.

The registered manager told us the staff worked in partnership with other professionals. The agency did not support people with appointments or activities outside of their homes.

We were unable to get any direct feedback from partners. No concerns have been raised by external partners. The provider's records show good partnership working.

People were involved in planning their own care. They and their families/representatives were consulted about this.

People told us they had copies of their care plans and the information they needed about the service.

The registered manager told us they shared information with people and their families.

People using the service were given information about the services offered, who to contact and copies of their care documents. The provider carried out regular telephone monitoring and visits to the service to make sure people had the information they needed and to check they were happy with the service.

People told us they had opportunities to discuss the service with the management team. One relative commented, ''The office [team] is very helpful. If I leave a message, they respond within 5 minutes.''

The registered manager told us they made telephone calls to people each month to gather feedback and discuss the service.

The provider undertook regular telephone monitoring, visits to people's homes and asked them to complete written surveys about their experiences.

People were able to access the service when they needed. They explained they could contact the agency out of hours. Comments from people included, ''I know the manager. [They] turn up here. [They are] very pleasant to talk to and approachable'' and ''I know the manager. [They] are very understanding.''

The registered manager told us they supported people with different cultural, diversity and disability needs. They explained they planned care according to each person’s individual needs.

We were unable to get any direct feedback from partners. No concerns have been raised by external partners.

Whilst care plans gave basic information about people's needs, there was not always clear guidance for staff on how to communicate with people when there were barriers to this, for example through language, cognition, or sensory needs. We discussed this with the management team so they could look at ways of improving information. The provider undertook assessments of people's needs. When people had a specific need this was included within the care plan.

People using the service were happy with the support they received. Some felt that there were communication difficulties with some staff due to language barriers. However, people felt their cultural and religious needs were respected. One person told us a care worker sang hymns for them which they enjoyed.

The registered manager told us they had policies and procedures regarding equality. They supported people using the service and staff with their individual needs.

The provider had procedures to promote equality and diversity. They included information about people's cultural needs, religion, identity, and past lives (when people wanted this) in care plans to help make sure these were considered.