Immaculate Healthcare Services Limited Croydon

There were robust recruitment practices in place and sufficient staff levels to meet people's needs.

The registered manager told us at the time of this inspection staff did not directly administer medicines to anybody as people's relatives took the responsibility for this. Where this was not possible and where people did not manage their own medicines, staff prompted people. The registered manager said all staff received appropriate training to help to ensure people received their medicines safely and staff had clear guidance to follow.

The registered manager ensured that all staff received appropriate training and support to understand and to manage COVID-19. This included best practice for infection control and the use of PPE.

There were systems in place to ensure that accidents, incidents and risks were appropriately recorded and included details of preventive strategies used by the service to reduce the likelihood of events occurring in the future.

Together with referral information, assessments of need and risk were carried out and these informed people's support plans which were reviewed and updated as people's needs changed.

People told us they were well supported by staff. They were supported to eat and drink according to their dietary requirements taking into consideration people's preferences.

People told us they were treated with dignity and respect. They told us staff had the right skills to deliver appropriate care and support.

People and their relatives said the registered manager welcomed feedback and they said complaints were

dealt with swiftly and professionally. People told us they thought the service was well led and that they were very happy with the support they received.

There were effective systems in place to monitor the quality of the service provided to people which ensured good governance. Technology was used effectively by the provider to ensure people were informed promptly about potentially missed or late calls. The service had systems in place to notify the appropriate authorities where concerns were identified. The culture of the service was positive, open and person centred.