Diamond Gate Care Services Limited

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 inspection for this service. The rating for this key question is good. This meant staff were caring and people were treated with compassion and dignity.

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.

Staff we spoke with seemed kind and caring and seemed to know people well. Care records showed people received care from a regular set of care staff which showed consistency in the care and support they received.

People received care and treatment which met their needs or reflected their preferences. People’s individual likes and dislikes and how to meet them were documented in people’s care records and staff were knowledgeable about these.

The provider and staff told us they did not support anyone with any cultural needs at the time of our assessment. However, they explained if people needed, they would be supported to have their diverse needs, including spiritual and cultural needs met. Staff had received equality and diversity training and were able to describe how they respected people equally.

People were involved in making decisions about their daily needs and level of support they needed. For example, what they wanted to eat or the activities they wanted to do.

People’s care records documented the tasks people could independently carry out and areas where they needed encouragement and prompting.

The provider listened to and understood people’s needs and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort or concerns. Staff demonstrated that they knew how to raise any concerns they may have in relation to a person’s health and wellbeing, by informing the office of any changes or calling an ambulance if needed.

Staff told us they accommodated people’s needs by offering them personal care at different times if they refused support the first time.

Staff we spoke with told us they felt supported by the registered manager and the management team. Staff comments included, “There registered manager is very supportive and always available.” Another staff member said, “The registered manager is easy going, compassionate and always ready to listen.” A third staff member said, “[The registered manager] is very supportive and always available.”

Staff told us they could raise any concerns, and they were confident they would be addressed by the management team. The culture of the service promoted positive well-being through inclusivity, and open conversations. People were supported by staff who felt valued by their leaders and their colleagues.

Staff told us that they felt valued by the provider who regularly provided, taxis if they were working late and vouchers every year.