Delight Services Limited Also known as Delight Care

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Overall, feedback from a person who used the service and relatives were positive about the caring approach of staff. A person said, “I would describe [name of care worker] as absolutely brilliant they treat me with the utmost dignity and respect definitely.” A relative said, “The staff are patient and treat my parents as if they were family. They are very caring.”

Staff spoke about people with respect and kindness. A staff member said, “It's important to always seek consent before providing personal care, I respect the person's privacy and enable them to have private times such as when using the toilet. [Name of person] can experience mood swings, it's a way of how they express themselves, I always try to understand and be patient.”

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

For example, guidance for staff and important information about people was limited. Pre‑assessments and care records contained many gaps. Although the registered manager and staff were committed to meeting people’s individual needs, the shortfall lay in the care records themselves. Whilst no person had come to harm, there was a potential risk if people were supported by unfamiliar staff.

People were positive how they received care from consistent care staff who knew them well. A relative told us staff had taken time to understand their family member’s needs and personality. They said, “I would describe staff as pretty good with [name] who can be awkward at times and not very patient, but the staff are caring and kind. They are patient and respectful towards them and they do what they need to do.”

A person told us how they received additional social support and how this was important to them. They said, “[Name] takes me shopping and supports me with any banking issues I have, they are really supportive.”

How the provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing needed strengthening.

For example, people’s pre-assessments and care plans lacked guidance for staff about the importance of staff continually promoting independence, choice and control. However, we concluded this was a recording issue as staff demonstrated how they supported independence, choice and control. This was overall, confirmed by a person who used the service and staff.

A staff member said, “I encourage people to make their own choices. I support individuals to do tasks themselves where possible. I respect preferences and routines.” Another staff member said, “I encourage [Name] to participate in his own care and activities and to do as much as they can for themselves, I guide, encourage and support. I make sure choices are respected in relation to clothes, meals, shopping and what domestic tasks they need me to help with.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

From speaking with the registered manager and staff they gave examples of how they responded to people’s individual and immediate needs. This included, adjusting their approach when people appeared tired, anxious, or unwell, offered reassurance when someone became confused, and paused tasks to allow people time to express themselves. Examples of actions included contacting relatives, the GP and other health and social care services or emergency services.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff were positive about working for the service. They told us they felt well supported and valued. They were complementary of the registered manager and their supportive approach. This included consideration of staff’s wellbeing.

A staff member said, “Staff well-being is well supported. We have regular supervision and there's an open door policy. The manager make sure they randomly check in with me to see I'm OK, they're also available if needed.”

Staff confirmed reasonable adjustments were made to support their role. This included a choice and flexibility regarding staff work patterns that considered caring responsibilities.