Divine Health Services Limited

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.

Why we inspected: This service was registered with us on 19 August 2016 and begun supporting people with personal care in May 2017 and this is the first inspection.

People’s experience of using this service:

People told us they felt safe and well supported. 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 with decisions in how to reduce the risk of harm to them. 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.

People’s care had been assessed and reviewed with the person involved throughout. 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.

Improvements were required regarding the delivery of care to ensure these reflected people’s preferences. Any changes in people’s care were communicated clearly and promptly to the staff team. Staff respected people’s choices. Staff were trained to support people with their end of life care. People had access to information about how to raise a complaint.

The registered manager was approachable and responsive to requests. The checks the registered manager made were still developing to ensure the service was meeting people’s needs focused upon people’s views and experiences. Where the registered manager was aware of previous concerns regarding call time preferences, we found these concerns continued; the registered manager was aware they needed robust systems in place to better reflect time preferences, but these were not yet in place.

Rating at last inspection: This was the service’s first inspection.

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.