Diversity Care - 6A Market Street

Updated 6 February 2020

The inspection

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 Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

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

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service a short period notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection and we needed to gain consent from people to speak with us.

Inspection activity started on 31 January 2020 when we spoke with some people on the telephone. We visited the office location on 3 January 2020.

What we did before the inspection

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used all this information to plan our inspection.

During the inspection

We spoke with six people who used the service and one relative about their experience of the care provided. We spoke with five members of staff including the provider, registered manager, a field supervisor and care workers.

We reviewed a range of records. This included two people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision. Records relating to the management of the service, including policies and procedures were reviewed.

Updated 6 February 2020

About the service

Diversity care is a domiciliary care agency providing personal care to 16 people at the time of the inspection.

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

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 support this practice. People were given choice and the opportunity to participate in the planning of their care needs. There was a complaints procedure in place with which people were familiar and knew how to make a complaint.

People were made to feel safe by a staff team who were trained to recognise and respond to concerns of abuse and manage people’s risks in a safe way. Medicines were administered safely in line with people's needs.

People received consistent support from a staff team who were punctual and who knew people’s needs well.

Care plans were detailed and gave staff the information they needed to be able to support people in the most effective way. People’s preferences were assessed and recorded. People's end of life wishes and preferences were considered and documented.

The registered manager adopted an open culture where staff felt valued and proud to work for the service. The provider and registered manager worked well with other agencies and organisations to improve the quality of care people received.

The last rating for this service was Good (published 5 July 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk