Royal Diadem Care Limited

Updated 17 December 2022

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

This inspection was carried out by 1 inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

Registered manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations. At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 2 days’ notice of the inspection. This was because it is a small service and we needed to be sure that the registered manager would be in the office to support the inspection. We also gave time for the registered manager to send us inspection information, so we did not have to spend an extended amount of time in the office of the service.

Inspection activity started on 8 November 2022 and ended 9 November 2022. We visited the office location on 9 November 2022.

What we did before the inspection

We reviewed information we had received about the service and we sought feedback from the local authority. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection

We spoke with 2 people who used the service about their experience of the care provided and 1 relative and 2 representatives of people. We also spoke with 2 care staff and the registered manager. We reviewed a range of records. This included 3 care plans.

We looked at 3 staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were also reviewed.

Updated 17 December 2022

About the service

Royal Diadem Care Limited is a domiciliary care agency providing personal care to people with health and social care needs 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.

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

Systems and processes were not always in place to support people’s safety. Risks to people had not always been outlined in detail to ensure the risk was prevented or reduced. People were supported by staff who had not always undergone a robust recruitment process. Staff were not all up to date with training so there was a risk of not meeting people’s needs.

The provider’s systems and processes had not always effectively monitored the quality of the service being provided. Audits undertaken to monitor the quality of care provided had not always identified issues needing improvement. People’s views and that of family members and staff were sought through surveys, which were analysed and used to identify if improvements were needed, though this had not been consistently carried out.

People and family members spoke of the reliability of the service though one representative of a person said this had not always been the case.

There were sufficient staff to meet people’s needs. People told us they felt safe and staff ensured they were safeguarded from harm. People received the support they required with their medicines. Staff followed the provider’s policy and procedure for infection prevention and control.

People’s needs were assessed and kept under review and reflected all aspects of people’s care. People and family members contributed to the assessment process. People’s health care needs were recorded, and staff liaised with health care professionals when required. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and family members spoke of the kind and caring approach of staff. People and family members said they were involved in decisions about their care, and their views were respected by staff. People and their relatives were aware of how to raise a concern. All, apart from one representative of a person, said they were confident that any issues raised would be swiftly and effectively followed up and acted on.

Staff were supported through ongoing monitoring and good communication, which ensured information was shared in a timely manner to support in the delivery of personal 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

This service was registered with us on 27 November 2020 and this is the first inspection.

Why we inspected

This inspection was carried out to provide the first rating of this service following registration.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.