Royal Diadem Care Limited

The provider's systems and processes had not always effectively monitored the quality of the service being provided. Audits undertaken to monitor the quality of care provided had not always identified issues needing improvement. People's views and that of family members and staff were sought through surveys, which were analysed and used to identify if improvements were needed, though this had not been consistently carried out.

People and family members spoke of the reliability of the service though one representative of a person said this had not always been the case. There were sufficient staff to meet people's needs. People told us they felt safe and staff ensured they were safeguarded from harm. People received the support they required with their medicines. Staff followed the provider's policy and procedure for infection prevention and control.

People's needs were assessed and kept under review and reflected all aspects of people's care. People and family members contributed to the assessment process. People's health care needs were recorded, and staff liaised with health care professionals when required. 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.

People and family members spoke of the kind and caring approach of staff. People and family members said they were involved in decisions about their care, and their views were respected by staff. People and their relatives were aware of how to raise a concern. All, apart from one representative of a person, said they were confident that any issues raised would be swiftly and effectively followed up and acted on.

Staff were supported through ongoing monitoring and good communication, which ensured information was shared in a timely manner to support in the delivery of personal care.