Diamond Heart Health Care LTD

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 provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this 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 70 (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 and staff treated people who used the service with kindness, empathy and compassion and respected their privacy and dignity. People told us staff were kind and caring and were treated as individuals with their choices respected, and privacy and dignity maintained. Comments from people included, “The staff are very conscious of [Person’s] dignity during personal care” and “[Person] 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”.

Staff treated people as individuals and made sure people’s care, support met people’s needs and preferences. Comments from people included, “One occasion mum had to go into hospital, leaving dad on his own. I contacted the manager and straight away they had found a carer to come and stay overnight, so her dad wouldn't be on his own".

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, support and wellbeing. This helped enable people to remain in their own homes where possible.

The provider listened to and understood people’s individual needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A social care professional told us, “The service and staff have also sought be as responsive as possible when working with my client.” A member of staff commented, “Despite many of the challenges we face as carer givers, the care and needs of the we support come first."

The provider did not always promote the wellbeing of their staff. As described in the Safe section of this report under ‘safe and effective staffing, the main contract the provider held for providing personal care was in the West Yorkshire area, despite most staff living in Greater Manchester. Consequently, there was high levels of dissatisfaction amongst staff. We spoke at length with the provider about these issues. It was evident the recruitment model previously adopted by the provider when first setting up the service was not one that could be sustained.