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Diversity Health and Social Care Bow Branch Requires improvement

Reports


Inspection carried out on 16 June 2021

During a routine inspection

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 carried out on 29 April 2019

During a routine inspection

About the service:

Diversity Health and Social Care Bow Branch is a domiciliary care agency providing personal care to people living in their own homes.

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 service was supporting 280 people and 240 of these people were receiving support with their personal care.

People’s experience of using this service:

People were not always provided with care in line with their valid consent as appropriate procedures had not always been followed to ensure that the care provided was in people’s best interests.

People and their relatives told us they felt safe using the service.

The provider conducted appropriate risk assessments in relation to people’s physical healthcare needs, but we found there was not always enough information recorded on these in relation to people’s mental healthcare needs. The provider made appropriate changes to care records we identified during our inspection.

People were supported by care workers who had received appropriate background checks prior to their employment.

People were supported to take their medicines in accordance with their needs.

People were provided with safe and hygienic care by their care workers.

The provider investigated and learned from accidents and incidents to ensure that appropriate lessons were learned and improvements were made to care.

People and their families were consulted as part of the initial assessment of their needs and their care was based on this.

People were supported by care workers who had received the appropriate induction, training and supervision to do their jobs.

People were supported appropriately with their nutritional and healthcare needs.

People’s privacy and dignity was respected and people’s diverse needs were supported.

The provider supported people to communicate their needs and involved people in their care.

The provider supported people to maintain their independent living skills.

People were given choices as part of their care in order to maintain control in their lives.

People were supported with their social needs where this formed part of their package of care.

People’s complaints were responded to appropriately.

People’s feedback was sought and acted on appropriately.

Rating at last inspection:

The service was registered on 7 December 2018 and this is our first inspection of the service.

Why we inspected:

This was a planned inspection based on our routine scheduling programme.

Follow up:

We will continue to monitor information and intelligence we receive about the service until we return to visit as per our re-inspection guidelines. We may inspect sooner if any concerning information is received.

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