Diamond Heart Health Care LTD

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• 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.

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 service sought to ensure people were at the centre of their care and support choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Person-centred care was delivered in line with peoples’ local authority social care assessment, and limitations of time to provide the care.

People told us that carers generally had a good understanding of their care needs, with several people mentioning that carers followed detailed care plans and were responsive to their individual preferences. Carers were described as good listeners, polite, and willing to adapt based on feedback from the people using the service or their family.

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.

The service treated people as individuals and made sure people’s care, support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's care plans considered their communication needs including sight, hearing and speech, as well as any sensory aids required such as glasses, or hearing aids. Interpreter services could be accessed as needed for people whose first language was not English. Documentation could also be provided in large print for anybody that needed it.

The service enabled people to share feedback, or raise complaints about their care, and support. Most people with spoke with told us they had not needed to complain. Those who had raised concerns felt listened to, and in at least one case, the issue was resolved and not repeated.

The registered manager was consistently described as approachable and easy to talk to. People told us felt confident they could raise concerns if needed. People said that they knew who to contact if there was a problem and expressed confidence that issues would be addressed. Comments included “I’ve never made a complaint, but I would call (the Manager) if I had a problem” and “The Manager is helpful and flexible if I need to change anything."

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to external health professionals to promote and maintain their wellbeing. Staff, when needed could assist people to attend external appointments if needed.

Staff listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, and support in response to this. People's cultural and religious preferences were documented to guide staff. Staff understood the importance of supporting people with individualised person-centred care in line with people's wishes.

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. At the time of the inspection no-one was at the end stages of life.