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Diversity Health and Social Care Bow Branch Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 18 September 2021

About the service

Diversity Health and Social Care Bow Branch is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to younger disabled adults, older people, including people living with dementia and some receiving end of life care. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

At the time of the inspection the provider was supporting 205 people in the London Borough of Tower Hamlets.

People’s experience of using this service and what we found

Although the issues we found did not directly impact the level of care and support people received, improvements were needed with the level of information and quality of risk assessments in place.

Important information related to people’s care and support was not always recorded or in place and monitoring processes were not always effective as they had not picked up all the issues we found during this inspection.

People and their relatives were positive about the kind and caring attitude of the staff team. New staff were introduced to people and shadowed visits to ensure they had a good understanding of their care needs. One person said, “I feel safe as I have had the same carer for two years and I trust them.”

The provider tried to be as flexible as possible and listened to people to try and accommodate their needs. People and their relatives were given opportunities to feedback about the service and there were measures in place to address any issues and make the necessary improvements.

Staff monitored people’s health and wellbeing and reported any changes or concerns to the relevant health and social care professionals. One relative said, “They look after [family member] well, keep them motivated which has been good for their overall health.”

People and their relatives were positive about the management team and felt comfortable contacting them if they needed to. People were confident they would be listened to and told us any issues they had raised had been resolved.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice

People were supported by a staff team who felt valued and supported in their role, especially during challenging periods of the COVID-19 pandemic. People and their relatives told us they were grateful there had been little to no impact on the care they received during the pandemic.

Health and social care professionals were positive about the attitude of the management team and how they were proactive in building relationships and taking on board advice and guidance. However, they felt areas of improvement were still needed across the service.

We have made two recommendations in relation to updating medicines records and end of life care.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was requires improvement (published 13 July 2019). The provider completed an action plan after the last inspection to show what they would do and by when to improve.

Although we found some improvements at this inspection it had not been sustained and the provider was still in breach of regulations. The service remains rated requires improvement. This service has been rated requires improvement for the second time.

Why we inspected

We carried out an announced comprehensive inspection of this service on 29 April 2019. A breach of legal requirements was found. The provider completed an action plan after the last inspection to show what they would do and by when to improve how they recorded consent to care.

Our intelligence indicated there may be a higher level of risk

Inspection areas

Safe

Requires improvement

Updated 18 September 2021

The service was not always safe.

Details are in our safe findings below.

Effective

Good

Updated 18 September 2021

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 18 September 2021

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 18 September 2021

The service was not always responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 18 September 2021

The service was not always well-led.

Details are in our well-led findings below.