Diadem Care Limited

Diadem Care Limited is a is a domiciliary care agency providing personal care to people in their own homes. The service supports elderly people, younger adults and people with physical disabilities. At the time of our inspection there were 5 people receiving the regulated activity of personal care.

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 the service and what we found:

People told us they felt safe. There were enough staff to meet people’s needs. Staff were aware of their responsibilities to report concerns and understood how to keep people safe. Individual risks were identified, and staff had risk management guidelines to rely on and used these to inform the support they provided to people. People received their medicines as prescribed.

People were enabled to have maximum choice and control of their lives and staff provided them with care in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice.

People felt the service was well run by the provider who knew people well. Regular checks were completed of records, and feedback was collected from people, their relatives and staff. This helped ensure the service was able to act on any need for improvement. People, relatives and staff were complimentary about the management of the service. The registered manager promoted a positive, transparent and open culture where staff worked well as a team.

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 Good (published12 September 2018).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has remained good. This is based on the findings at this inspection.

Follow Up

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

Diadem Care Limited is registered to provide personal care to people. This service is a domiciliary care agency. It provides personal care to people living in their own homes, including, older people, people a physical disability and younger adults.

At the time of our inspection the agency supported seven people with personal care and employed four care staff. The service is located in Coventry in the West Midlands.

This was the first inspection to Diadem Care Limited since they had registered with us in February 2017.

The service had a registered manager who was also the provider of the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

There were sufficient numbers of staff to complete all planned care calls at the times people expected and for the length of time needed. People told us they felt safe with the staff that supported them and knew they could contact the agency when needed. People were provided with an emergency contact number and told us their calls were always responded to.

People received their medicines as prescribed and staff had completed training to enable them to manage medicines safely and in accordance with best practice.

People had care plans which were personalised, and informed staff how people wanted their care and support to be provided. However, some of the records in care plans were either not sufficiently detailed or needed updating. Most risks associated with people’s care were confirmed in individualised risk management plans for staff to follow to minimise known risks.

Staff were aware of risks associated with people’s care and knew the signs to look for of potential abuse. Staff knew to report any concerns to the registered manager to ensure these were acted upon to keep people safe.

The registered manager and staff worked with other professionals to support people to maintain their health and well-being.

Staff had a good understanding of the needs and preferences of the people and where appropriate supported them with meals and drinks to maintain they hydration and health.

The management team consisted of the registered manager and a deputy manager. They worked together to monitor the quality and safety of service provided. There were some quality monitoring systems in place to help drive improvement of the service. This included regular discussions with people, relatives and staff to determine their views of the service. However, we found records generally were not sufficiently detailed. This applied to care plan records to show risks were managed and instructions were followed. Also records related to medicines, accidents and incidents and the complaints procedure. Quality monitoring systems had not been effective in identifying these areas of improvement to ensure the service ran safely and effectively consistently.

The provider’s staff recruitment systems reduced the risk of unsuitable staff being employed. New staff completed an induction in line with the Care Certificate. Staff also completed ongoing refresher training to ensure they had the skills and knowledge needed to support people safely. Staff attended supervision meetings on a regular basis so the registered manager could assess any training and development needs. Staff told us they enjoyed working for the agency and felt valued due to the support they received.

People felt staff had the knowledge and skills needed to meet their needs and spoke positively of the support they received. People, and where appropriate relatives, were involved in developing and reviewing planned care so that they continued to be satisfied with the service they received.

People’s privacy and dignity was respected and their independence promoted. The registered manager had an understanding of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). Staff sought people’s consent before care was provided.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. People and relatives were satisfied and complimentary of the way the service was managed. People and relatives were provided with information about how to make a complaint. No complaints had been received by the service.