IMPACT

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Requires improvement

• Caring

  Good

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

Date of assessment: 25 September to 5 November 2024. IMPACT is a domiciliary care service providing personal care to people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive a regulated activity of personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. Nine people were receiving personal care. Risks to people had not been effectively assessed or managed. The provider was unable to demonstrate how they ensured learning from safeguarding concerns, accidents and incidents, as there were no records of these. There was very limited information available to demonstrate how staff and management worked with external professionals. Some staff lacked understanding in relation to their safeguarding and whistleblowing responsibilities. Staff training did not always reflect people’s needs. Improvements were needed in relation to the safe management of people’s medicines. People’s rights under the Mental Capacity Act (MCA) 2005 were not fully or consistently promoted. People were not always treated with dignity. The provider’s governance and quality assurance systems and processes were not sufficiently robust. The provider assessed any risks associated with people’s individual home environments, and staff took steps to protect people from the risk of infections. Staff had trust in management and felt their voice was heard. We found 3 breaches of the legal regulations in relation to consent, safe care and treatment and good governance. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/or appeals have been concluded.

People's experience of this service

People and their relatives were happy with the overall care and support they received from IMPACT. They told us they were involved in the assessment of their needs and were able to speak with staff and management about any changes in these. They said they generally received a punctual and reliable service from familiar staff. They confirmed they had the care and support that mattered to them, and said the provider periodically asked them for feedback on the service. Some relatives described how staff helped support people’s health. However, people and their relatives were not always clear who to contact with any concerns or complaints.