Impression Health and Support Domiciliary Care Agency

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

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. The registered manager and the staff team worked hard to ensure people had experiences relevant to them and their diverse needs, which were planned around their interests. For example, finding and exploring new activities for. Staff were actively involved in positive risk taking, which ensured the person’s safety whilst removing barriers which could otherwise prevent them from accessing these opportunities. Staff provided feedback with regards to what worked and what needed to be improved for the next time.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported to access the community daily. People did their own shopping with staff support and engaged with their neighbours.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, a person had information provided in an audio format to meet their communication needs. This involved the person pushing a button and the information would tell them what was displayed on the page.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. There was a complaints process in place and a procedure for people to share feedback. One relative told us they did not always feel this was effective as they sometimes were not communicated with in a timely manner. However, we found complaints had been responded to in a timely way, and any feedback and ideas from family members were discussed during care plan reviews.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Appointments were discussed with people. Non-routine procedures were discussed using a best interest process to ensure people understood what the procedure was.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. There were numerous examples of how staff provided information in accessible formats to people to ensure they could make choices. For example, picture cards with activities on so people could chose what they wanted to do. Staff supported people to attend parties, BBQ’s and other community events.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. For example, we saw how a person was supported to move to the service from another provider. The registered manager completed various pieces of work with the person and their family to ensure the decision was the most suitable for them.