Diamond Support Services Limited

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 registered- 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff had received training on dignity and respect. They ensured they provided care that promoted dignity, respect, privacy and confidentiality. A member of staff reported, “We respect people’s privacy and ask for consent.” A person using the service confirmed, “Staff are very nice, kind and caring. They have a good relationship with [family member]. They treat us and our home with respect. They close the door when showering [family member] and protect their dignity and privacy.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.Care plans included detailed information on each person’s preferred name, leisure activities, social needs, and religious beliefs. This meant staff had a good understanding of each person’s individual needs and preferences, which were reflected in the care and support provided.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Staff told us they supported people to maintain their independence when meeting their care needs. A member of staff told us, “We check if there is any risk or problem. If the person can do it, we just support them. Sometimes we do it together.”
Staff supported people to have choice and control over their care and support. They also helped people access activities and the local community to promote and maintain their independence, health and wellbeing. A person using the service reported, “Staff regularly take [family member] to the gym for exercise to help with their knees, and they also support them to visit the shopping centre.”
 

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.
The service communicated with people and engaged them in discussions about their immediate needs. Staff recognised different ways in which people may be communicating discomfort, pain or distress, including both verbal and non-verbal cues. Staff reported that they would escalate any concerns to relevant health professionals if they identified a deterioration in a person’s health or wellbeing, including contacting emergency services when required.
 

The provider did not always care about and promote the wellbeing of their staff. Staff reported that they were not provided with regular opportunities to undertake spot checks, competency assessments, supervision or appraisals in a timely manner, which negatively impacted their wellbeing. We raised these concerns with the provider, who informed us that they would ensure all staff receive regular spot checks, competency assessments, supervision, and appraisals in a timely manner. They informed us that these processes would be monitored and reviewed regularly using the electronic HR system to ensure timely completion and to improve oversight of staff support processes.

However, staff told us they had regular opportunities to provide feedback on issues and raise concerns. Staff had access to information on breaks and leave arrangements.