Diversity Social Care Ltd

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. This is the first assessment of this key question for this service. This key question has been rated as 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 received support that met their individual needs by staff who knew them well. A person told us, “My carer is very good; anything I ask them, they will do it. They come on time and they are very respectful of my wishes for cleanliness and dignity. For example, they wear shoe covers and a mask. I trust them completely.” Relatives praised the kindness and compassion of staff. Comments included, “The carers are good at communicating. They are kind and helpful, they are caring and reassuring” and “The carers are calm and reassuring and very competent. [Name] is very challenging, and they are very helpful and look after [Name] very well. They always do their best for our family.”

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 they felt treated as individuals, and felt staff were given time to help them settle and understand their personal preferences when they first started to use the service. A staff member told us, “Before a package started, I met with the management team to discuss it and see if I would be interested (and compatible). After that, I was introduced to the person and the family before starting.” Care plans provided some information to support personalised care. However, further development of care plans was needed to ensure they included all relevant details, guidance and information around personal history, communication, abilities, likes, dislikes and specific routines and approaches. The registered manager told us they would undertake a review of care plans following our assessment visit to ensure this information was recorded.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person said, “My carer helps me to do my shopping, they had got to know about the food I like and this helps me manage meals.” Staff supported people to go out into the community as part of packages and this included taking children out to give family carers some rest time. Relatives told us, “[Name] goes for a walk with the carers 3 times a week and I take [Name] out too with the help of the carers; they know it’s important for [Name] to go out” and “Sometimes the carers take [Name] out for an hour or so. I trust them completely to take them out.”

The provider listened to and understood people’s needs, views and wishes. People and relatives told us staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Relatives described how staff were skilled and responsive when people experienced distress. Staff were flexible in their approach, giving people time and adjusting the time of visits to accommodate people’s immediate needs. A relative told us, “The reason I stay with this agency is because they are very flexible with the hours which is really good.” A second relative described how staff responded to a change in a person’s needs following hospital discharge which supported their recovery. They told us, “Staff stepped up really quickly on [Name’s] return home and put in a lot of extra care.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Processes were in place to provide support to staff and foster their development within their roles. Staff told us they felt supported and guided which helped them to be clear on their roles and responsibilities. A staff member told us, “I feel valued and supported as a member of staff. My working conditions are good and allow me to undertake the duties of care without problem.”