Divine Intervention Home Care Limited

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. At our last assessment we rated this key question Good. At this assessment the rating has remained 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 had formed positive, trusting relationships with staff, who were given adequate time to complete care tasks in a way that meets each person’s preferences, routines, and communication needs.

Interactions between staff and people were consistently kind, respectful, and considerate. Staff supported people in a way that maintained their dignity, while promoting privacy, respect, and independence at all times. One relative commented, “The staff are excellent, they are very kind, understanding and treat the whole family with respect. We are happy and very pleased with the carers, they’re great.”

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.

Personal goals and aspirations were identified with the people and actively supported by the staff, enabling people to work towards outcomes that were meaningful to them. Staff showed a good understanding of people’s personal histories, preferences and cultural needs, and provided support in a way that respected these. This included recognising and supporting people’s choices around relationships and social connections.

Speaking with the staff it was clear there was a good knowledge of the people they care for, and they spoke of them with kindness and understanding.

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

People were supported by staff who understood their social, cultural and religious needs and treated people as individuals. People told us they were supported to exercise choice and control regarding the delivery of their care. Where calls needed to be altered to meet changing needs, efforts were made to accommodate those requests.

People and their loved ones confirmed they were in regular touch not only with care staff but members of the management team as well. Staff recognised the importance of the support networks that were in place for people and made every effort to build relationships and engage with those networks.

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.

People were supported by staff who responded to their needs in a timely manner. Records showed people’s calls were routinely on time and people were supported by a consistent group of staff who knew them well. Staff were mindful to be alert during calls to any potential changes in people’s wellbeing and to report back to the management team.

One relative told us, “I always get a call from the office if there’s a problem with [person]”.

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

Staff were well supported by the provider. Employees had access to all organisational policies and procedures, to ensure staff were clear about standards and expectations. A member of staff told us, “The manager is very supportive, I know I can go to [them] with any concerns I may have, and they will do all they can to help me.”

We saw staff received regular supervisions, annual appraisals, and attended team meetings.