Diana’s Quality 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 newly 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People told us staff treated people with kindness, empathy and compassion, and respected their privacy and dignity. One person said, ”The staff are very kind to me. The manager goes out of their way to ensure I am looked after well”.Staff described how they treated people as individuals and provided care with kindness and compassion. They understood people’s needs, preferences and backgrounds, which supported care that was responsive to each person. One staff said, “Treating people as a individual is about understanding and getting to know the person and how they want to be supported”.

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.

People and relatives spoke positively about the care and support people received. They said staff were attentive, understood people’s individual needs and provided personalised support. One relative said, my [Person] really likes that staff that supports them. They know my relative well and understand how they like to be supported.

Staff explained how they used their knowledge of each person’s assessed needs, preferences, wishes, personal history and desired outcomes to plan and deliver support. The registered manager said, “A thorough needs assessment gathers vital information about a person’s history, wishes and preferences. This informs a clear care plan for staff to follow and, together with a positive relationship, helps ensure people receive the right support.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us staff encouraged them to do as much as possible for themselves and only provided support where needed.

Care planning focused on maintaining independence and supporting people to achieve outcomes important to them. Staff encouraged people to undertake tasks independently where possible and provided support only when required.

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 provider had systems to monitor and assure the safe delivery of care. Care plans and risk assessments were reviewed and updated when people’s needs changed.

Feedback confirmed there had been no missed visits and people were informed if staff were running late.

Training records showed staff completed first aid and health and safety training. This supported staff to maintain the skills and knowledge needed to provide safe care.

Daily records were recorded to reflect the support that was given by staff and actions that were taken.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us the registered manager supported their wellbeing and valued their contributions. This helped staff feel supported in their roles and promoted consistent care. One staff member said, “The registered manager listens to me, checks how I am doing and supports me when I need help.”