DIVERSITY HEALTH AND SOCIAL CARE LIMITED

“The service had a positive culture of safety and learning. Staff felt confident to report incidents and safeguarding concerns and understood when and how to escalate issues to managers, the local authority, emergency services and the CQC. Incidents and learning were shared through meetings and the PASS digital system. The local authority confirmed safeguarding alerts were raised appropriately and learning was taken from incidents.”

“Leaders were visible, approachable and credible, acting with integrity, openness and honesty. Staff were encouraged to speak up, share feedback and contribute to improvement without fear of repercussions. Training focused not only on care skills but also on communication, compassion and emotional awareness. The workforce was culturally diverse, which supported people’s communication and cultural needs, although diversity within some groups was more limited.”

“The provider had clear governance arrangements, including defined roles, audits and quality monitoring processes. Risks in the care environment were generally managed well, with appropriate infection prevention and control measures, PPE use, and equipment checks. Medicines were managed safely, supported by audits, spot checks and digital monitoring via PASS.”

“The provider worked closely with healthcare professionals, social workers and the local authority, sharing information to support continuity of care and safe transitions. The PASS system improved communication, care plan updates and involvement of relatives in people’s care journeys. Leaders demonstrated commitment to ongoing learning, innovation and leadership development.”

“However, the provider did not always consistently translate their vision into people’s day‑to‑day experiences. People were not always fully involved in care planning, feedback was not consistently gathered or visible to people, and outcomes were not always routinely monitored to ensure care met what mattered most to individuals. Independence, choice and control were not always maximised.”