Destiny Nursing & Care Agency Ltd

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’s relatives confirmed staff promoted people’s privacy and dignity. This included during support with personal care and being mindful of visitors in their home. A relative said, “[Staff] is very professional, always shuts the curtains, makes sure the lights are on or off, makes sure [person] is covered and puts towel over bottom half. If we have people round, they make sure [person] is in bed or chair and not changed until they have left.”

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.

People’s care plans were personalised to support staff to meet their individual needs A staff member told us, “I also have good working relationship with [person]. Respect [their] opinion and listen to [them]. Another staff member said, “We follow detailed support plans that are person-centred and regularly reviewed. We also take time to get to know each person’s needs, preferences, and routines, which helps us provide consistent and respectful care.”

People’s relatives confirmed staff understood how people communicated. A relative said, “(Staff] knows [person’s] expressions.” And “I’m happy with the standard of care provided for my [relative].”

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

People’s relatives told us staff knew people well which meant they were able to support them to make choices as they were aware of what they liked. A professional told us, “They give care in a personalised way. They know what/when they would like to do things.” Another professional said, “The provider always promotes the autonomy of the patient; by seeking the patient consent in decision making and choices.”

Staff prepared medicines or equipment for people where possible to then use themselves.

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. We saw a person’s record included guidance for staff to support with anxiety as well as their physical needs by encouraging them to take deep breaths and talk to them about positive things and events. People’s relatives confirmed staff informed them of any concerns.

A relative said, “They are quite open to me I feel like I could bring problems to them.” Another relative told us, “They are always responsive to problems…they always answer the phone if I have queries late at night.”

A professional gave an example of action taken by the service. They told us, “The provider instantly contacted the GP to review the patient needs, and the issues was resolved.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All staff who provided feedback were positive about the managers of the service. A staff member told us, “We have supervisions where we can talk about how things are going, raise any worries, and get feedback.” We reviewed some staff supervision records and saw they included a wellbeing section where their work/life balance was discussed.