Delight Support Services - Main Office

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 71 (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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Assessments were completed prior to support starting which involved people, their families and where appropriate, health and social care professionals to gain a wider picture of people needs. However, some care records were more comprehensive than others with some areas needing additional detail. This was a recording issue with no evidence of impact on people’s support, care or outcomes. The registered manager took immediate action to strengthen the quality and consistency of care recording for those records highlighted with a wider review planned to ensure information across the service was of a similar standard which provided clear, accurate and comprehensive guidance for staff.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. Staff demonstrated a good understanding of best practice and applied this knowledge to meet people's needs effectively. Care plans overall were detailed, person-centred and reflected people's individual preferences and needs. Records showed care plans were reviewed and updated when people's needs changed. People and their relatives were involved in developing and reviewing care plans and were given opportunities to contribute to decisions about their care and support.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Staff worked well together and in partnership with external healthcare professionals to support people effectively. One external professional commented, “Delight Support Services are a valued partner organisation, and I have found them to be reliable, collaborative and committed to delivering high-quality support.” The registered manager recognised the importance of collaborative working and the positive impact this had on people’s health, wellbeing and support outcomes. Staff spoke positively about the support they received from colleagues and the senior team. One staff member told us, “Staff work together as a team, communicate with each other and support one another when needed.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Evidence was available in care records and other documentation of joint working. Overall guidance and recommendations from health professionals were communicated to staff and implemented into practice. One professional commented, “Delight support some people in complex situations with complex needs. They [staff] have been involved in MDT (Multi-Disciplinary Team) work with some service users in particularly risky situations and their contributions to this work have been really useful in establishing what support might work best for each of these people.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. People benefited from support provided by a stable staff team who understood their needs and preferences well. Reviews helped to ensure care remained effective and responsive to changing needs, and systems were in place to monitor outcomes and the quality of support delivered. A service wide audit was planned to ensure care records consistently reflected people’s needs and remained responsive to changes in their circumstances. People and their relatives were encouraged to share their views about the service, and feedback was consistently positive regarding the care and support they received.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. Staff involved people and families where appropriate in decisions about their care and support. We found the service overall was working within the principles of the Mental Capacity Act (MCA). Staff received training in the MCA and understood the importance of ensuring people fully understood what they were consenting to, and the importance of obtaining consent before care was delivered. One staff member told us, “I always explain what I am doing and ask for consent before providing support. I have received training on the Mental Capacity Act and understand the importance of respecting people’s choices and rights.” People and relatives confirmed staff always checked consent before carrying out support. One person told us, “Yes of course they do [seek consent], yes.”