Immaculate Healthcare Services Limited Croydon was rated Good across all five key questions at its June 2023 inspection, serving 102 people with strong safeguarding, consistent staffing, person-centred care and effective governance. No failure themes were identified, with inspectors finding a positive, open culture and technology-supported monitoring of call attendance.
Strengths
· People felt safe and well supported by regular, consistent staff who maintained good timekeeping
· Robust recruitment practices including DBS checks, identity checks and references
· Staff received appropriate training including safeguarding, infection control, food hygiene and medicines
· Person-centred care with care plans developed in partnership with people and their relatives
· Technology used effectively to ensure people were informed promptly about potentially missed or late calls
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Learning lessons when things go wrongGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Leaders and the culture they created promoted high-quality, person-centred careGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Continuous learning and improving care; Working in partnership with othersGood