Divine Health Services Limited

Updated 19 July 2022

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out by two inspectors.

Service and service type

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

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 06 April 2022 and ended on 08 April 2022. We visited the location’s office on 07 April 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. The provider did not complete the required Provider Information Return (PIR). This is information providers are required to send us annually with key information about the service, what it does well and improvements they plan to make. We also spoke with the local authority to gain their feedback. We used all this information to plan our inspection.

During the inspection

We spoke with two people who used the service and two relatives. We spoke with five care staff, the office manager and the registered manager who was also the Nominated Individual. The Nominated Individual is responsible for supervising the management of the service on behalf of the provider. We reviewed care records for four people, five staff recruitment records, training records, staff rotas and call times and documents in relation to the governance of the service. We also spoke with the Clinical Commissioning Group (CCG).

Updated 19 July 2022

About the service

Divine Healthcare is a domiciliary care service providing personal care to people. The service supports younger and older adults who may have dementia, physical disability, a learning disability or a sensory impairment. 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.

At the time of the inspection 23 people were receiving personal care.

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

On arrival to the office we found the provider had moved their office to another room within the same building. The provider told us they had moved the previous week and were aware they needed to notify CQC. The provider had not notified us of this change, and further prompting had been required. The provider needed to strengthen their recruitment processes for overseas staff. The registered manager was approachable and responsive to requests. The checks the registered manager made ensured the service was meeting people’s needs and focused upon people’s views and experiences.

People told us they felt safe and supported by the staff who cared for them. Staff had a good understanding of how they protected people from harm and recognised different types of abuse and how to report it. Potential risks to people had been identified through assessments and people had been involved in making decisions about their risks and how to reduce these. There were enough staff on shifts to keep people safe and meet their needs safely. People’s medicines were managed in a safe way. Safe practice was carried out to reduce the risk of infection. Where incidents had happened, lessons had been learnt and shared with the staff group. Recruitment checks for overseas staff required further work to make this more robust

Prior to our inspection we received a concern that the assessments of a person’s needs was not being completed in line with the person’s care needs. We found that people’s care had been assessed and reviewed with the person and or their relative. Where people had support with their meals they were given food they enjoyed. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice. Staff worked with external healthcare professionals and followed their guidance and advice about how to support people following best practice.

Changes in people’s care were communicated clearly and promptly to the staff team. Staff respected people’s choices they made about their care. Staff were trained to support people with their end of life care. People had access to information about how to raise a complaint.

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

Rating at last inspection

The last rating for this service was requires improvement (published 18 July 2019)

Why we inspected

The inspection was prompted in part due to concerns received about staffing and assessment of people’s care. A decision was made for us to inspect and examine those risks.

We found no evidence during this inspection that people were at risk of harm from this concern. Please see the effective section of this full report.

Follow up

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