Diamond Hands Care Services

Updated 20 August 2021

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 homes.

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 24 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 16th July 2021 and ended on 23rd July 2021. We visited the office location on 20th July 2021.

What we did before the inspection

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. We used all of this information to plan our inspection.

During the inspection

We spoke with one person who used the service and two relatives about their experience of the care provided. We spoke with five members of staff including the registered manager, deputy manager and care workers.

We reviewed a range of records. This included two people’s care records and multiple medication records. We looked at two 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 reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training and supervision data also the infection control policies and processes the service had in place.

Updated 20 August 2021

About the service

Diamond Hands Care Services is a domiciliary care agency It provides personal care to people living in their own homes. At the time of our inspection 24 people were using the service, 15 of which received 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 using this service and what we found

People received safe care. There were robust systems and processes in place to safeguard people from harm and abuse. Staff understood how to report accidents and incidents, the registered manager monitored and reviewed these and took appropriate action to reduce any risks.

Medicines were managed safely by trained and competent staff.

People received personalised care from kind and caring staff. Staff had completed induction training prior to delivering services to people and they had regular refresher courses to maintain their skills and knowledge.

People received continuity of care from regularly allocated staff. People and relatives consistently told us the staff knew them well. One person told us, “All the staff are lovely, they know me well and they brighten my day.” Staff treated people with dignity and respect. One relative told us, “They never rush [person], they do everything the way [person] likes.”

The registered manager monitored and actioned improvements from the quality assurance processes that were regularly carried out. The service gathered feedback about the service from people, their relatives and staff.

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.

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

Rating at last inspection

This service was first registered with us on 20/12/2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on current priorities for inspection. This is the first inspection for this service.

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.