Divine Intervention Home Care Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question Requires Improvement. At this assessment the rating has changed to Good.

This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

There was a positive culture of support in the provider which focused on person-centred care and support. The manager was clear in their understanding of the organisational values and led by example and expectation.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

The manager demonstrated they had the knowledge and skills to lead the service effectively. The manager knew people well, and supported staff positively. We received only positive feedback about the manager from relatives. One relative told us, “When I get a call to tell me there’s an issue, they always let me know what they’re doing to sort it too. They tell me the process they go through to make those decisions, to make sure it’s the right decision.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

Staff understood the organisation’s whistleblowing policy. They expressed confidence in reporting any concerns should the need arise.

Staff told us that they felt confident to raise concerns or potential issues about the way care was provided within the service to both the local authority and The Care Quality Commissiong (the CQC). Staff told us they felt encouraged to raise concerns through supervisions and appraisals and were comfortable to do so.

Staff told us they felt comfortable speaking with the local authority or CQC if they felt it necessary to do so.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

Staff reported feeling valued and supported management team. Additionally, the organisation had a diverse staff team, representing a range of cultural backgrounds.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The service had effective governance arrangements in place, supported by a range of audits to monitor quality and safety.

Information was managed securely and in accordance with General Data Protection Records (GDPR) requirements, ensuring confidentiality and the appropriate handling of sensitive data.

There were also business continuity plans in place, outlining clear procedures to respond effectively to emergencies and unexpected events.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

The service worked closely with professionals and external partners to ensure joined up care. People regularly accessed professionals for support including the occupational therapist and the GP. Relatives told us they were informed of their loved one’s appointments and invited to support them when possible and appropriate and always contacted if person was unwell. People were supported to be part of the community through accessinglocal amenities.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

The provider supported learning in the organisation through review meetings with people using the service, relatives, and staff.

Staff said they were given information about additional external learning courses available to them if they chose to do so.