Divine Community Care Limited

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 the same. 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.

Care plans were person-centred and included how to provide personalised support with personal care, continence and with moving and handling. Staff told us they found care plans helpful to provide personalised support. A staff member told us, “The care plan is very helpful, it tells how to support people safely. It has all the information we need.”

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 using the service were supported by the same staff, which helped promote continuity of care. The provider maintained a staff rota and ensured continuity of care by assigning the same regular and familiar staff members to people. A relative told us, “They are really good, they keep the same carer, so she gets on really well with the carers. We never had any issues.”

People were able to choose who they would like to support them and the service accommodated that where possible, such as people’s preference with female or male carers and spoken language.

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

The provider ensured people received information in accessible formats where required. Care plans featured communication strategies detailing how to interact effectively with people based on their preferred communication styles. People specified their preferences for care staff who spoke the same language and the service accommodated these requests whenever possible. A relative told us, “They listen to me and can communicate with [person] well. We speak the same language, that is very good for me.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The service appropriately supported people to give their feedback, share ideas or make a complaint. We found that a recording system was in place to log complaints and compliments. The provider actively sought feedback on the quality of the service using surveys and forms to prompt and promote regular feedback.

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

People received timely care and support tailored to their needs. Staff, people and their relatives jointly agreed on these care arrangements. Management reviewed care plans regularly to ensure continuous support and remained on call for emergencies when required. A relative commented, “I know the manager, they are like our family. We never have to worry about anything. They always there to help when we need it.”

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.

The provider implemented policies in line with current best practice guidance around workforce equality and diversity. Staff actively completed equality, diversity, and inclusion training to recognise and address discrimination effectively. The care plans promoted equity in both experience and outcomes. For example, the provider supported people with limited mobility, such as with wheelchairs so they can access the community.

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.

The provider discussed future planning with people during reviews to address their changing support needs. Staff discussed and recorded people's expectations in their care plans, reviewing them regularly to ensure they met those expectations.

No one required end-of-life care during the assessment. However, the provider maintained policies to guide staff in helping people express their end-of-life care preferences if necessary.