Diana’s Quality Care Ltd

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 newly 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 told us they were involved in reviewing their care and support. When requests were made, or when identified by staff, care plans were reviewed and updated for staff to follow. This supported personalised care that reflected what mattered to people. One person said, “My care plan is reviewed with my input to help ensure that support is given in the way I choose it to be delivered.”

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 spoke positively about the support provided by staff and benefited from continuity of care and coordinated support.

Staff rotas were in place and showed that people were supported by regular staff, promoting familiarity and relationship-building.

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

People's communication needs were identified and considered when planning and delivering support.

The registered manager demonstrated an understanding of the Accessible Information Standard and how to adapt communication to meet people’s individual needs.

Staff confirmed they could access the provider’s policies and procedures electronically and knew where to find the relevant guidance.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Staff involved people and their relatives in decisions about care and communicated changes made in response to their feedback. One person said, “staff ask me for my feedback and suggestions”.

Staff told us they listened to people and their relatives and used this feedback to improve the service.

The provider had systems to manage and respond to complaints appropriately. At the time of the inspection, there were no open complaints.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People’s needs, communication preferences, cultural preferences and personal circumstances informed how their care was planned and delivered. Care plans reflected what was important to each person and how they preferred to be supported.

People were involved in decisions about their care and could contribute to reviews and updates. Information was provided in ways they could understand, supporting informed choice, independence and control.

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.

Relatives said staff understood people’s needs, preferences, strengths and vulnerabilities.

Staff felt able to raise concerns and where confident managers would act promptly. One staff member said, “I can speak to the manager at any time”.

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 assessment, no one was receiving end-of-life care. However, the provider had an appropriate policy in place should this support be required.

Staff had completed end-of-life care training, including communication, symptom management, emotional support and respecting people’s wishes and cultural needs.