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Diversity Care Solutions Limited Good

Inspection Summary


Overall summary & rating

Good

Updated 3 November 2016

The inspection of Diversity Care Solutions Limited domiciliary care agency took place on 26 and 27 September 2016 and was announced. We gave the provider 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available for the inspection. The inspection involved a visit to the agency’s office and telephone conversations with people who used the service and healthcare professionals.

Diversity Care Solutions Limited is a nursing and domiciliary care agency based in Battle. They provide support and care for 16 children and adults living in their own home in East Sussex who require a complex range of personal and care support including nursing and overnight care.

The service had a registered manager. 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 told us they felt safe receiving the care and support provided by Diversity Care Solutions Limited. Staff understood and could recognise the signs of potential abuse and knew what to do if they needed to raise a safeguarding concern. Training schedules confirmed staff had received training in safeguarding adults at risk.

Robust recruitment and selection procedures were in place and appropriate checks had been made before staff began work at Diversity Care Solutions Limited. There were sufficient levels of staff to protect people’s health, safety and welfare consistently and reliably.

People said staff were caring and kind and their individual needs were met. One person told us, “The carers are professional, thoughtful, caring and kind.” Another person said, “The staff are gold standard compared to other agencies.” Staff knew people well and had a good understanding of their needs and choices.

Care plans and risk assessments reflected people’s assessed level of care needs. People were encouraged to be as independent as possible. One person told us, “I am regularly asked for my input to review my care plan.”

Staff felt supported by management, said they were well trained and understood what was expected of them. Staff were encouraged to provide feedback and report concerns to improve the service. A member of staff told us, “I feel very confident to raise concerns. The manager has an open door policy.”

There was a complaints policy and information regarding the complaints procedure was available. Complaints were listened to and investigated in a timely manner and used to improve the service.

Regular audits were in place to measure and monitor the quality of care and service provided.

People and staff surveys were positive about Diversity Care Solutions Limited. One person commented, “It’s wonderful that something is so wonderful.” A member of staff told us, “I wouldn’t change anything. It’s a great company to work for.”

Inspection areas

Safe

Good

Updated 3 November 2016

Diversity Care Solutions Limited was safe.

Risk to people had been assessed and managed. Staff understood how to support people to remain independent in a safe way.

Checks had been completed on staff to ensure they were suitable and safe to work with adults and children.

Staff understood how to keep people safe and what action to take if they were concerned that people were being abused.

There were enough staff to meet people’s needs consistently and reliably.

Effective

Good

Updated 3 November 2016

Diversity Care Solutions Limited was effective.

Staff had received training and regular supervisions to carry out their role.

Staff protected people from the risk of poor nutrition and dehydration.

Staff had an understanding of the Mental Capacity Act 2005.

People had their health needs met and were referred to healthcare professionals promptly when needed.

Caring

Good

Updated 3 November 2016

Diversity Care Solutions Limited was caring.

Staff knew people very well and had a good understanding of people as individuals.

Staff had built rapport with people and treated them with kindness and respect.

People were consistently positive about the caring attitude of staff.

People were proactively supported to express their views.

Responsive

Good

Updated 3 November 2016

Diversity Care Solutions Limited was responsive.

People received consistent, personalised care and care plans were reviewed.

Concerns and complaints were responded to appropriately.

People had a choice about who provided their personal care.

People were involved in developing their care.

Well-led

Good

Updated 3 November 2016

Diversity Care Solutions Limited was well-led.

There were systems in place to monitor the quality of the service.

People and staff told us the service was well managed and the registered manager was supportive and accessible.

People’s feedback about the way the service is led described it as consistently good.

Regular audits took place to measure the quality and safety of the service provided.