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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 27 March 2018

This inspection took place on 10 January 2018. We gave the provider two days’ notice that we would be visiting their head office as we wanted to make sure they were available on the day of our inspection.

Diligent Care Services is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community and to people living in ‘supported living’ settings. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

Diligent Care Service provides support to adults with physical disabilities, learning disabilities and people who experience mental and emotional distress. At the time of this inspection there were 60 people using the service. Of those people 17 were receiving support with personal care. The provision of personal care is regulated by the Care Quality Commission.

At our last comprehensive inspection in November 2015 the service was rated ‘Good’. At this inspection we found the service remained ‘Good’ with some outstanding elements.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.

People told us they were well treated by the staff and felt safe with them.

Staff knew how to recognise and report abuse and understood their responsibilities in keeping people safe. Staff knew people were at risk of discrimination and people must be treated with respect. Staff were aware of the relevant legislation that protected people from discrimination.

Where risks to people’s safety had been identified ways to mitigate these risks had been discussed with the person and recorded so staff knew how to support the person safely.

The service was following appropriate recruitment procedures to make sure only suitable staff were employed.

Staff had completed training in the management of medicines and understood what they should and should not do when supporting people or prompting people with their medicines.

Staff were provided with the training they required in order to support people safely and effectively.

Staff offered choices to people as they were supporting them and people were involved in making decisions about their care. People confirmed they were involved as much as they wanted to be in the planning of their care and support.

Care plans included the views of people using the service. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The management and support staff responded quickly and appropriately to any changes in people’s needs and care plans reflected people’s current needs and preferences.

People told us they had no complaints about the service but said they felt able to raise any concerns without worry if necessary.

The service was led by an experienced and skilled registered manager who provided a stable and consistent management style where people felt supported and included in the running of the service.

People who used the service, their relatives and the staff who supported them said they felt valued by the registered manager and by everyone who worked at the service.

Staff were proud to work for the service and said the registered manager was an excellent leader and role model.

The registered manager worked in partnership with other relevant organisations and used their feedback and feedback from quality monitoring systems to reflect on and make improvements to service provision.

Inspection areas

Safe

Good

Updated 27 March 2018

The service continued to be safe.

Effective

Good

Updated 27 March 2018

The service continued to be effective.

Caring

Good

Updated 27 March 2018

The service continued to be caring.

Responsive

Good

Updated 27 March 2018

The service continued to be responsive.

Well-led

Outstanding

Updated 27 March 2018

The service was exceptionally well-led. The registered manager was innovative and creative in developing services for people to use and was a role model to staff and the management team.

The service had robust quality assurance practices in place and people said they were regularly asked about the quality of the service and confirmed the service took their views into account in order to improve.

In response to people's feedback and staff suggestions, the registered manager had implemented a number of innovative and creative initiatives to improve the well-being of people using the service and to ensure they lived as ordinary a life as anyone else.

Information was shared between people who used the service, staff and management which ensured a consistent approach to care and service provision.

The registered manager had a professional and open approach to working with other organisations and took on board feedback in order to continually improve the service.