Delight Support Services - Main Office

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 75 (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. People and their relatives consistently told us they were treated with kindness, dignity and respect. One person told us, “The [staff] are all lovely and we get on very well.” Another commented, “Yes the [staff] are nice.” People also told us they were supported by a small team of regular staff who knew them well and understood their individual preferences and needs. This helped to promote continuity, foster positive relationships and ensure support was delivered in a person-centred way.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People were encouraged to express their views and make choices about their care and day-to-day lives. Staff respected people's rights, privacy and independence, while providing reassurance and support when needed. People were positive about the individual support they received. One person told us, “They [staff] know what they have to do and do it very well.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to make choices about their care and daily routines. Staff promoted independence by offering encouragement that was positive, supportive and tailored to each person’s individual abilities. One staff member told us, “For example, when supporting someone with daily activities I encourage them to do as much as they can independently rather than doing everything for them.” This was also confirmed by people and their families. One relative told us, “They are encouraging [person] to choose lunch and encouraging [person] to pay and get change.”

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. Care records showed that where staff noted changes in people’s needs health interventions were sought and followed up. People and relatives were complimentary about staff and told us they were responsive to their needs. One person told us, “Well if I want anything I just tell them [staff] what to do and that’s it.” Feedback from professionals also highlighted the responsiveness of the service. One professional told us, “I have found Delight Support Services to be very proactive in requesting information or advice and at following advice given.” Another partner commented, “They [staff] have kept the support stable throughout despite challenges around behaviours that may challenge and disengagement.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff received support through regular supervision and team meetings. The provider had arrangements in place to support staff wellbeing, including making adjustments where required to meet individual circumstances. We received a few comments from staff that improved communication around rotas and shift changes would support better work life balance. The registered manager told us a new rota system had recently been introduced in response to staff feedback. A further review would be undertaken once embedded to assess its impact and determine whether any further adjustments were needed. The provider also agreed to consider some suggestions around career progression, mental health support and structured shadowing opportunities. Staff spoke positively about the support available to them and consistently told us they felt valued and supported in their roles. One staff member told us, “Morale is good. It is a supportive place to work with a friendly atmosphere and helpful management.”