Diamond Support Services Limited

On this page

• 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 registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.
 

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 provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.
People’s care plans fully reflected their physical, mental, emotional and support needs, including those related to protected characteristics under the Equality Act. The provider had made reasonable adjustments for people on an individual basis when required. A family member told us that the provider stayed in regular contact, checking in to understand what mattered most and ensuring the care provided was shaped around people’s needs.
 

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.
People using the service were supported by the same staff, which helped promote continuity of care. The provider maintained a staff rota and ensured continuity of care by assigning the same regular and familiar staff members to people. A relative told us, “Yes, [family member] receives care from the same staff, which helps ensure familiar support for them.”
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was made available in a range of accessible formats. The provider offered information in a range of formats, including pictures and an easy read care plan, to make it accessible. People were given a copy of their care plan, so they always had access to the information they needed. The provider appropriately assessed and documented if people had a communication need in their care plans to ensure staff understood how to support them effectively.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.
The service appropriately supported people to give their feedback, share ideas or make a complaint. We found that a recording system was in place to log complaints and compliments. Staff had recorded details of complaints, including the actions taken and the outcomes. This also included feedback provided to people following the resolution of a complaint. The provider actively sought feedback on the quality-of-service using survey forms to prompt and promote regular feedback.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Reasonable adjustments were made to ensure equal access to the service for all. For example, the premises were accessible with appropriate mobility aids and adaptions. This included support outside of regular hours or in emergencies. Staff told us they supported people with accessing the GP and other healthcare professionals. This helped to remove barriers for people who may have found it difficult to access care.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.The provider had policies in place and in-line with current best practice guidance around workforce equality and diversity. Staff received equality, diversity, and inclusion training to help them recognise and address discrimination effectively. Care plans supported equity in both experience and outcomes. For example, people with limited mobility had access to specialist equipment and scheduled support, which enabled them to access the community and education settings.
 

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.
The service was not providing end-of-life care at the time of our assessment. However, people’s decisions and what mattered to them were reflected in personalised care plans. People were supported to make informed choices about their care while they had the capacity to do so. For example, decisions regarding cardiopulmonary resuscitation, and information about their Lasting Power of Attorney (LPA) was recorded in the care plan. LPA is a legal document that allows someone to appoint another person to make decisions on their behalf if they are unable to do so themselves.