Impression Health and Support Domiciliary Care Agency

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. This is the first inspection for this registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We spent time with a person and observed kind interactions between them and the member of staff assisting them. The person communicated with the staff using their preferred method of communication and we saw how staff responded using the correct words and body language to check the persons understanding. A relative told us, “I have no concerns at all. I think the staff are very caring in their approach. I would be the first to say if they were not.” Another relative said, “Overall, the staff are caring and they take care of [Person’s name]’.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. We observed examples of how staff spoke kindly to a person and asked them about their day and what they would like to do for the rest of the day, and provided choices in a way they could understand. The person chose to watch a television programme with the staff.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s choices around relationships and friendships was explore and well recorded so staff a good understanding of this. Family relationships were particular important to a person and there was detailed information for staff with regards to how to support the person with this.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were able to describe how they had supported people both in the community and at home in times of stress and discomfort. This included using de-escalation techniques, and using people’s preferred way of communicating. For example, a person used ‘now and next’ cues to help them understand what was happening. Families were well engaged with and supported by staff. One relative felt communication could be improved at times. Another person used an iPad every evening to speak to their relative. Staff always ensured this was charged and ready to use.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt well-support by the provider. Comments included, “Yes its great here. We get good training and we work well as a team. We can give good support because we are consistent in our approach.”