Destiney Social Care Provider

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People told us that they were involved in discussions about their care plan, staff were kind and caring, and they were supported to be independent. People were treated with dignity and respect and their independence promoted. Comments from people and relatives included, “The staff are very kind. We have a good chat. “Another person said, “The staff are kind, and we have a good laugh.” One relative commented,” . “The carers are very kind. My relative has no mobility and their standard of personal care is excellent. They are always really clean, well dressed and cared for.”

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 service encouraged feedback and involvement from people and their relatives to improve care outcomes. Comments from relatives included, “The staff are responsive to my relative's care needs.“ My relative has a care plan, which I access via the app. The manager came to the house to create it, and it’s been reviewed when necessary.”

Staff told us they had regular discussions with people, both formally and informally, to discuss their support and see if they could do anything more for them. Staff knew people well and supported them in line with their preferences and interests.Engaging with people and finding out their views took place in several different ways. There were regular home visits with people where they were encouraged to give their views about the service. Relatives told us they could access their relatives care records on a mobile phone app.This included times of calls and logs of what tasks staff had completed.People were asked to provide feedback via satisfaction surveys, and action was taken to address any concerns. Records confirmed there were annual reviews of people's care where they were asked to have their say about the quality of their care.

Through talking to people, relatives, staff and members of the management team, we were satisfied care and support was delivered in a non-discriminatory way and the rights of people with a protected characteristic were respected. Protected characteristics are a set of nine characteristics that are protected by law to prevent discrimination. For example, discrimination based on age, disability, race, religion or belief and sexuality. One relative commented, "There is no discrimination..."

Staff were trained in equality and diversity and there was an up to date policy. We found no evidence to suggest anyone using the service was discriminated against and no one we spoke with or their relatives, told us anything different.

The local authority shared concerns about the safety of people and the quality of care provided. Their concerns related to the policies and procedures not being robustly implemented.

People’s care and treatment was not always delivered in a way that met their assessed needs. This was because the provider did not always follow their policies and procedures. However, staff were trained in equality and diversity, and there was an up-to-date policy. We found no evidence to suggest anyone using the service was discriminated against, and no one we spoke with or their relatives told us anything different.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People’s care, treatment and support promoted equality and protected their rights. Relatives told us their family members were treated in a way that recognised their particular needs.

Staff respected and appreciated people's backgrounds and cultural values, fostering a positive, welcoming and inclusive culture within the service.

The service complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. The service provided information to people who had a disability, impairment or sensory loss that they could easily read or understand and with support. This helped them share their experience of care. The service actively sought the views of people and their relatives so they could make improvements.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.