Impeccable Healthcare Services Limited

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People's medicines were now managed safely. People were given their medicines as prescribed by healthcare professionals and the support people required to take their medicines was documented in their care plans. Staff had completed medicines training and their competency had been checked to ensure they had appropriate knowledge and skills to support people manage their medicines safely.

People were now protected from avoidable harm because risks to people had been identified, assessed and had appropriate management plans in place. The provider now had appropriate systems in place to assess and monitor the quality of the service including regular visits to people's homes and audits. The provider had implemented an electronic call monitoring system which was used to monitor staff attendance and to ensure people's needs were met.

The provider had policies and procedures in place to protect people from the risk of abuse and staff knew of actions to take if they had any concerns of abuse by reporting and recording it. The provider followed safe recruitment practices to reduce the risk of unsuitable staff working at the service. There were appropriate numbers of staff available and deployed to ensure people's needs were met. People were protected from the risk of infection because staff followed appropriate infection control protocols such as washing of hands to prevent the spread of diseases. Where accident or incidents occurred, this was reported and recorded appropriately to drive service improvement.

Before people started using the service, their needs were assessed to ensure they would be met. Where required healthcare professionals were involved in these assessments to ensure they adhered to best practices. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were supported to have good health, to eat and drink sufficient amounts for their wellbeing and access healthcare services where required. The provider worked in partnership with other health and social care services to ensure people had adequate support when moving between services or using multiple services. Staff were supported through induction training and supervision to ensure they had the knowledge and skills required to perform their roles.

People were supported by staff that were kind and caring. People were given choices and were involved in making decisions about how they would like to be supported. People's privacy and dignity was respected and their independence promoted. People's needs were met because staff followed the guidance in their care plan. Staff understood the requirement of the Equality Act and supported people without discrimination. People were supported to participate in activities that interest them.

The provider had a complaint policy in place which provided information to people and their relatives on how to make a complaint. Complaints were addressed in line with the provider's procedures to ensure people were satisfied with the service. Where required people were supported at their end of their life. People's communication had been assessed and information was presented in formats that supported their understanding.

The provider had an effective out-of-hours system which people, their relatives and staff used to contact the management team in the event of an emergency. People's views were gathered through annual surveys, telephone monitoring checks and homes visits to improve on the quality of the service. The provider worked in partnership with key organisations such as the local authority to provide an effective service. There were systems in place to support continuous learning and improve the quality of the service.

The provider worked within the requirements of the Health and Social Care Act 2008 (Regulated Activates) Regulations 2014 and submitted notifications of significant events at the service. The provider had displayed their CQC rating both at their office location and on their website. Staff were happy working at the service and felt supported in their role. Regular team meetings were held to provide updates, training and gather feedback to improve on the service.

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