Diamond Support Services Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.
This is the first assessment for this registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.
 

This service scored 67 (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 did not always make sure people’s care and treatment were effective. We found that care plans and risk assessments were not regularly reviewed and updated to ensure the information remained current and that care, support and treatment continued to meet people’s needs and intended outcomes.
We raised these concerns with the provider, who informed us that they had introduced a new digital care planning system to support visits, daily notes, care plans and risk assessments, enabling information to be centralised and more easily reviewed.
However, people’s needs were assessed and included consideration of their physical, mental health, sensory, social and communication needs. Where appropriate, people and their representatives were meaningfully involved in the assessment of their needs. The assessment informed the development of the care plan and risk assessments. Staff reported that they understood people’s current needs. A relative confirmed, “Yes, staff understand [family member]’s needs well.”
 

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.
People’s nutrition and hydration needs were met in line with current guidance. Staff supported people to manage their dietary needs by ensuring they received sufficient food and drink to reduce the risk of malnutrition or dehydration.
In addition, where individuals were at risk of developing pressure sores, the provider had assessed this risk using a recognised tool such as the Waterlow score. A Waterlow score is a risk assessment tool used to identify people who may be at risk of developing pressure ulcers. It looks at factors such as mobility, nutrition, skin condition, age, and continence to help staff put preventative care in place. This meant that care and support were delivered in line with evidence-based guidance to support the prevention of pressure ulcers.
 

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Staff reported they had access to the information they needed to appropriately assess, plan and deliver people’s care, treatment and support. A relative reported, “Yes, the carer understands [family member] well and is very understanding.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control.
Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Staff encouraged and supported people to make healthier choices to promote and maintain their health and wellbeing. This included support with eating and drinking, as well as personal and oral hygiene.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.Care plans contained details of the expected and agreed goals and outcomes for each person. They included information and actions to ensure people were supported to improve and maintain their quality of life. This included supporting people to maintain or improve their mobility and to build their independence.
 

The service did not always tell people about their rights around consent. Care plans did not always include signatures from people and their representatives as evidence that consent had been sought prior to the provision of care and support. However, staff had completed training in mental capacity to ensure they fully understood how to obtain consent appropriately and how to support individuals who may lack capacity. Staff sought consent before delivering care and support. A relative confirmed, “Yes, staff will ask for consent before doing anything.”
People's capacity and ability to consent was taken into account, and they, or a person lawfully acting on their behalf, were involved in planning and managing their care and treatment.
The registered manager confirmed action had been taken, and care plans will be monitored to ensure consent was consistently recorded.