- Homecare service
Diamond Heart Health Care LTD
Assessment report published 1 December 2025
Contents
Ratings
Our view of the service
This service was registered by the Care Quality Commission (CQC) in May 2021. This is the first inspection since new registration.
Inspection activity took place between 30 July and 22 September 2025. We visited the providers office location on 05 August 2025. This inspection consisted of all quality statements under the key questions of safe, effective, caring, responsive and well led.
Diamond Heart Healthcare is a domiciliary care service which provides personal care to people living in their own homes. Not everyone who used the service received personal care. The CQC only inspects where people receive personal care; this is help with tasks related to personal hygiene and/or support with eating and drinking. Where they do, we also consider any wider social care provided. At the time of this inspection the service was supporting approximately 18 people.
At this inspection we found 2 breaches of legal requirement in respect of staffing and good governance. The registered manager was also the registered provider of the service. This meant they are legally responsible for all aspects of the service.
The provider did not have a systematic approach to ensure audit, quality assurance and questioning of practice was completed consistently. Where we did see that some audit activity had been completed, it was not aways clear what actions or areas of learning flowed from such audits.
All care packages, where personal case was carried out, were commissioned by a local authority based in the West Yorkshire area. However, a core of staff deployed onto the local authority contract lived in the Greater Manchester area at the time of our inspection. Some staff did not drive and access to public transport was limited, this meant some staff were dependant on the registered manager to drive them to care calls and/or pay for taxi journeys. Additionally, arrangements put in place by the provider to temporarily accommodate staff in West Yorkshire for the duration of their time on duty was not fair or sustainable.
Newly recruited staff received an induction and completed learning that was a blend of in-person training and online e-learning. However, for staff employed by the service for 12 months or more, we saw there were gaps in required learning that had yet to be completed.
People were supported with their medicines where it was part of a wider package of care. Supporting information to assist staff in administering medicines showed who was responsible for the ordering, collecting and storing medicines and whether any family members would be involved in the administration of medicines. Staff were trained and were assessed as competent to administer medicines safely. However, we saw little to no evidence of audit and quality assurance activities linked to medicines management being completed in a meaningful way.
Before people started using the service their local authority care assessments were shared with the service. This helped to ensure peoples’ individual needs could be met. Consent to provide care was routinely obtained by staff. Where appropriate, people were supported to access GP and primary care services.
We have asked the provider for an action plan in response to the concerns found at this inspection.
People's experience of this service
We spoke with people and/or their family representatives on the telephone to obtain feedback about the service.
People told us they felt safe using the service, comments included, “They (carers) have to use the key safe properly, both in coming into my house and in locking up properly when they leave; that’s essential for me to feel safe in my own home” and “I feel safe with the staff, the manager would never send 2 new people together. If there's a new person, one is always a regular.”
People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. Comments from people included, “The staff are very conscious of mum’s dignity during personal care” and “Dad is a proud man, but the carers deal with him very respectfully.” Many people we spoke described individual staff in terms of being “wonderful”, “absolutely fantastic”, and “very caring people”.
People felt staff generally had enough time allocated to them with feedback from people being mostly positive. Any reported delays were generally due to public transport, which people noted was unreliable in the area. We were told delays were communicated by carers via phone or text. Comments included, “They're (carers) are reliable; they come on public transport so occasionally they can be a few minutes late, but they are very reliable” and “The buses are very unreliable, so sometimes they’re late just because of public transport, but staff will always text or call to let me know."