Diana’s Quality Care Ltd

This inspection was prompted by a review of the information we held about this service. As a result, we undertook a comprehensive and looked at all 33 quality statements.

Our inspection was announced. This means we gave the service 48 hours' notice prior to our visit taking place. This was because we wanted to make sure someone would be available to support us with the inspection.

We spoke with the registered manager, and received feedback from 1 staff member, 1 person and 3 relatives.

Risk assessments and care plans were reviewed regularly and reflected people’s current needs and risks. Staff understood the Mental Capacity Act 2005.

Systems supported incident monitoring and learning. Staff understood safeguarding procedures, and appropriate action was taken to manage identified concerns.

Medicines and infection risks were managed safely. Staff had the skills to meet people’s needs.

Staff knew people well and supported their individuality and independence. Relatives said the service responded promptly. Staff recognition and wellbeing initiatives promoted a positive culture.

Care was personalised and adapted as needs changed, supported by consistent staffing and clear communication. People felt heard, received accessible information and were supported to maintain community links and plan for the future.

People felt safe when receiving support. They said staff listened to them, respected their choices and provided care in the way they preferred, helping them to retain choice and control. Staff were described as kind, compassionate and responsive, and people said their privacy and dignity were respected. One person said, ”the manager is very caring and kind they look after me very well I could not ask for anything else”.

Relatives spoke positively about the service and felt confident raising concerns. They believed leaders would respond promptly and take appropriate action. People and relatives knew the manager well, which helped them feel supported and reassured. One relative said, “I can call the manager at any time to discuss any concern if I needed to”.