Diamond Gate Care Services Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. This is the first inspection for this service. The rating for this key question is requires improvement. This meant there was a lack of robust oversight of the safety and quality of care.

We found the provider to be in breach of 1 legal regulation relating to governance.

This service scored 57 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The management team did not always demonstrate a culture of learning and improvement or show how this was being embedded into the service to ensure people received safe, high-quality care.The provider engaged in regular conversations with people, relatives and staff. However, it was not always clear how their feedback was being used to improve the service provided.

The provider and management team did not always lead effectively. The provider’s processes for monitoring the service and driving improvement was not always effective. We identified areas of concern and breaches of regulations that had not be identified by the provider.

Staff told us they felt supported by the management team. One staff member told us, “The manager is down to earth, empathetic, friendly, helpful and encourages staff to do well.”

Staff told us they knew how to speak up if they had concerns or something went wrong. They felt the registered manager listened to them and supported them. Staff were able to discuss issues at supervision meetings. Staff had access to whistleblowing information and guidance if required.

The provider promoted equality and equity for the staff who worked for them. Staff were comfortable speaking to the registered manager if they had concerns and could request additional support as required to help them in their role.

Staff told us they were treated well and equally, and they worked well together as a team. Policies and procedures were in place for workforce equality, diversity and inclusion. Staff had completed equality and diversity training.

The provider did not have effective oversight of the service. The were not aware of the issues we found at this assessment. The provider’s monitoring and governance processes were not sufficiently robust. The provider’s systems to identify and manage risks were not always effective, as they had not always identified the risks people faced while receiving care and had not always put effective risk management plans in place to address identified risks. Improvements were needed in relation risks and risk management plans, medicines, monitoring charts and recruitment processes.

Learning from accidents and incidents had not been disseminated to all staff.

Governance and audit systems were not fully robust and embedded into the running of the service which meant concerns we identified at this assessment had not been identified and addressed to make improvements. The provider carried out a number of audits. However, audits carried out in relation to care plan and risk assessments, medicines, recruitment records and accidents and incidents, failed to identify and resolve the concerns we found at this assessment.

The provider understood their duty to collaborate and work in partnership with health and social care professionals. People were supported to access healthcare professionals as and when they needed them.

The provider did not always focus on continuous learning and improvement across the service. The provider did not have effective systems and processes in place to evidence that they were learning from accident and incidents.