Dignify Care Limited

On this page

• 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

We reviewed all 7 quality statements in this key question.

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.

People had a personalised care plan and received care that was tailored to their needs.

Staff and management were passionate about providing person-centred care. The registered manager told us one of the organisations aims was to provide high quality person-centred care for everyone. The service was small and supported people living locally. This meant all staff and management were knowledgeable about people’s needs and circumstances.

People told us they had care from staff they knew and staff had not missed any visits. People and relatives told us their experience with this care service were positive.

The registered manager told us they organised staff to specific geographical areas which helped with continuity for people. They also told us they tried to match staff to people, so visits were successful. Their aim was for people to have care delivered by staff they knew and got along with.

Professionals did not share any concerns about this quality statement. One professional told us, “They [staff] treat and serve people as individuals making sure to tailor every support plan to accommodate and meet every customer’s needs.”

People’s care records demonstrated the service had worked with other care providers and health services to ensure people received continuity of care. For example, the registered manager told us about how they had taken over a package of care from another care provider. They told us they met with the care provider and shared information about the person’s needs. This helped to provide the person with a continuity with their care.

People told us they had information they could understand. People's communication needs were recorded and known by staff supporting them.

If people needed information in different ways the registered manager told us this could be provided.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The AIS tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. it also says that people should get the support they need in relation to communication. We found the provider was following the AIS making sure people’s communication needs were recorded.

People and relatives could raise concerns with the registered manager. We were told the registered manager kept people updated with any developments on concerns raised. One person told us, “[Registered manager] contacts me and sorts everything out. I have no complaints, but any would be sorted out by [registered manager].

The registered manager told us they supported people to share their feedback in various ways. The registered manager said, “Initial assessments, we set out what we believe in as a provider, we also let people know how transparent and open we are to getting feedback. If they then have any issues, they can share. We don’t discriminate people for anything, on any issue. We also empower them to always complain if they are not happy, we want them to know not to feel intimidated by raising a concern. We try to establish a rapport with people that they can raise a concern if there is a need. We don’t give way for any discrimination whatsoever.”

The provider had a complaint policy and process to manage any complaints. There was also information about how to make a complaint in the providers service user guide which all people received when starting care with the service. The registered manager kept records of all complaints made and actions taken in response.

People told us they had support from staff to access local services where needed. People and relatives told us people had not faced any discrimination from staff or management at the service.

The registered manager was aware of support people needed to access services. They told us support would be provided to anyone who struggled to access any services. This could be services such as GP’s or hospital appointments.

Professionals did not share any concerns regarding this quality statement.

Records demonstrated staff were supporting people to attend routine healthcare appointments and regular check-ups with community health and social care professionals. The provider had policies and procedures for equality, diversity and inclusion.

People and relatives told us they were happy with their care and able to share their feedback. People and relatives told us they had not experienced any discrimination with staff from this service.

The registered manager told us they discussed ways in which people may experience discrimination regularly with the staff. The service aimed to support people to get out of hospital when they were fit for discharge and back into their own homes. Staff would regularly liaise with other agencies to support people to do this in a timely manner.

People’s records demonstrated they had their visits consistently and staff stayed for the allocated time. People were asked for their views and if people were not happy, changes to their care could be made.

People had been able to share their wishes and preferences for end-of-life care where appropriate.

Staff we spoke with were comfortable providing end of life care as they had received training and had support from healthcare professionals. One member of staff told us about their experiences of providing end-of-life care and said they had been supported by the registered manager with their own wellbeing.

At the time of this assessment, nobody was receiving end-of-life care. However, it was an area of care that had been provided to people when needed. Staff had training on providing end-of-life care and support from management.