Diverse City Care Ltd

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 this inspection ten people were receiving personal care.

People were supported by staff who knew how to keep them safe from harm or abuse. People were supported with their medicines in a safe way by staff that had been safely recruited. Staff were provided with sufficient amounts of personal protective equipment (PPE) to mitigate the risk of cross infection. Staff had good knowledge of the risks associated with providing people's care and had received training relevant to people's needs. People were supported to eat and drink enough.

People were supported to express their views, preferences, wishes and choices. The provider undertook, as much as possible, to try and match staff to the people they were supporting. This contributed to the delivery of successful and culturally specific care and support to people. A relative told us, "The staff engage with [person] on a personal level, they do [person's] hair beautifully, they (the service) are so unique I never knew services like this were out there." The provider worked effectively with health and social care agencies.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive ways possible; the policies and systems in the service supported this practice.

Staff supported people to engage in their hobbies and interests, while promoting people's independence. The provider's service was flexible and responsive to people's individual needs. People and relatives knew how to raise a concern or make a complaint and felt confident they would be addressed.

People, relatives and staff gave examples of care delivery demonstrating kindness and compassion. Staff we spoke with were committed to ensuring people's care and overall wellbeing needs were being met. People's diversity was supported and people's privacy and dignity was respected.

The provider completed audits to monitor the quality of the service. The impact of the COVID-19 pandemic

on staffing meant at times some people received care from staff they had not previously met or were familiar with. Some people and relatives felt the service could communicate more clearly with them when there were staff changes or when a replacement staff member would be sent.