Destiny Support Care

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s care was provided in line with their wishes. Care plans documented the way in which care should be provided and gave clear information to staff about people’s needs, preferences and lifestyle. A person told us, “All I can say about my care is that it is excellent. Food and drinks are all to my liking, they (staff) will wash my hair and help me keep well groomed as I like. The carers go the extra mile to keep me comfortable.”

Staff confirmed senior members of staff regularly observed their practice to ensure care was being delivered as planned and expected. A member of staff told us, “I have supervision meetings, and senior staff observe care visits and provide feedback to help improve my practice.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People and relatives confirmed that care was provided by consistent staff, which helped in building relationships and rapport, whilst also providing continuity. A person told us, “I have good continuity of care. The carers are flexible in [meeting needs] and I am very happy.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Care plans recorded people’s communication needs and guided staff for any requirements for adaptation to communication that should be considered, such as hearing loss or visual impairment.

People and relatives confirmed that communication with the provider was effective and they received all the information needed to support them as partners in the care provided. A relative told us, “The carers are very good at communication.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and relatives told us that it was easy for them to share feedback with the provider and knew how to make a complaint should the need arise. A person told us, “I have been using the service for [number] years. I have never had any reason to complain but would speak with staff or contact the office.” A relative told us, “We can contact the office easily if we need to discuss anything.”

The provider conducted a satisfaction survey for all people, relatives and staff and used the feedback received to drive improvements. We saw that feedback received, complaints and compliments were shared with staff to inform their practice.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider had policies and procedures to support equality and diversity. There were consistent arrangements for the planning and delivery of care for everyone, without discrimination.

People’s care was arranged with them, at a time they preferred, in conjunction with commissioners where this was applicable. Staff always had access to a senior member of staff, via phone, to share and escalate any information needed to support the safe care of people.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People felt they were treated equally. A person told us, “What I can say is that the carers from Destiny are absolute angels. I cannot praise them enough. They supported both me and my [relative]. Despite [deterioration in health] by my [relative] the carers remained calm and kind towards [them] and are looking after me with great kindness and compassion.”

The provider understood the potential barriers that may be faced in relation to equity in outcomes and ensured that their policies regarding equality and diversity were adhered to.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People had been involved in the development of their care plans, alongside their relatives and with input from healthcare professionals, where appropriate. This helped to ensure people’s future wishes, including end of life wishes, were documented where they were happy to discuss this.