DIVERSITY HEALTH AND SOCIAL CARE 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.

At our last assessment we rated this key question good. At this assessment the rating had remained 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.

The provider told us when they received a care package, they liaise with the service user’s relatives, social worker or the service user themself if they had mental capacity, on how the care was carried out.

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 who use the service told us they felt safe, cared for and understood by the staff.

The provider supports people from various backgrounds with differing health needs, providing them with the same staff regularly for continuity.

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

The provider supplied the people who use the service with a copy of their care plan however, one service user told us they were blind, when their agency file was located the name of the care company was not clear, but they wanted their voice heard. It is not clear if the care plan was in braille or not. The other service user’s care plans where clear and well written.

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.

The provider had recruited staff that spoke the same language as the people who use the service making it easier for those without English language skills to better communicate their concerns, praises and provide feedback when needed.

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

People using the service told us their staff supported, cared and ensured their medicines were taken. The staff alerted the office and rang the ambulance to enable a service user to be seen when they were unwell. The provider liaised with other health professionals to enable people who use the service to be treated appropriately.

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.

People who used the service were mostly from the Muslim community, the staff were also from the same community so understood the people who use the service’ needs on worship times, and religious periods like Ramadan.

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 provider told us we prioritise kindness, compassion, dignity, and person-centred care. We ensure seamless, high-quality care through close coordination with multi-disciplinary teams, including District Nursing teams and GPs. When a service user is identified as approaching the end of their life, we conduct an initial holistic needs assessment. This process involves offering honest, sensitive, and timely conversations to help the service user and their family reflect and plan.

Our future planning involves actively supporting people who use the service to establish an end–of life care plan. This critical, voluntary process documents the service user's preferences and priorities for their future care, explicitly establishing whether they prefer to remain at home or be hospitalised at the end of life.