Destiny Support Care

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 and relatives gave positive feedback about staff. They told us staff were friendly, kind and caring. A person told us, “They (staff) are kind, tolerant and very patient.” Another person told us, “I couldn’t do without the carers. They are very sweet.” A third person told us, “The carers are so friendly and kind. They are very pleasant and treat me with dignity at all times.” A relative told us, “They (staff) are very kind and treat [relative] with dignity and respect. They do a wonderful job.”

Staff were respectful of people’s homes and provided care with regard for their property.

Staff told us they enjoyed their roles and were motivated to provide good quality care. A member of staff told us, “I feel very supported in my role. I can honestly say that it is a privilege to work for such a nice, professional company.”

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 told us that staff understood their needs well and treated them as individuals. A person told us, “They (staff) are all brilliant. They do everything I ask for my comfort.” Another person told us, “I am grateful for the flexibility that they can offer me. They are eager to please and will listen to instructions.”

Staff had good knowledge about individual preferences and needs and confirmed they were provided with guidance via the care plans of people’s preferred routines. A member of staff told us, “When I begin providing care, I get to know people by reading their care plans and risk assessments, which include information about their needs, likes, dislikes, and preferences. I also learn through communication with the individual and handovers from other staff to ensure person-centred care.”

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

Plans of care were discussed and agreed. The provider supported staff to maintain the balance between completing tasks on behalf of people and encouraging independence by ensuing clear individual guidance was in place. A relative told us, “[Relative] has a very good relationship with staff. [They are] very happy they (staff) understand [their] needs. [They] trust them and the care [they are] receiving is allowing and enabling [them] to stay in [their] own home.”

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 and relatives told us that staff were responsive and attentive. A person told us, “I look forward to seeing them (staff). They always ask if all is well or if I have any concerns.” A relative told us, “The carers informed the office when [relative] was [unwell] and this was escalated to a manager who came out immediately to see how [relative] was. They (staff) are well trained and pay attention to detail.”

Staff observed people’s wellbeing during their visits and took action to escalate any health concerns if these were noted, such as contacting the GP or visiting health professionals.

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

Staff told us managers and senior staff were supportive and made them feel valued. A member of staff told us, “I have found the management very helpful when I have any questions and find they are friendly and very approachable.” Another member of staff told us, “My experience with the management has been positive. They are approachable, supportive, and responsive to any concerns or questions I have. They listen to staff feedback to make positive changes.”

The provider had systems to support staff’s wellbeing and ensure they listened to staff’s feedback about their experiences at work.