Delight Support Services - Main Office

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

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

This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Staff demonstrated a clear understanding of the importance of delivering person-centred care and ensuring people had choice and control over how they lived their lives. One staff member told us, “I ensure that the care I provide is person centred and respects each individual’s dignity, choices, privacy and independence.” Overall care plans were personalised and reflected individuals’ preferences and wishes. People received consistent support from a regular team of care staff, and relatives told us staff knew people well, understood their needs, and provided care in line with their preferences.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. However, where people received support from more than one provider, records did not always clearly define the roles and responsibilities of each organisation. Clear documentation was needed to ensure all parties understood their respective responsibilities and care was delivered in a holistic, coordinated and consistent way. The registered manager agreed to take action to address this where applicable. Partners involved in the service were positive about joint working. One partner told us, “The service is very easy to engage with and is consistently responsive. Communication is timely, professional and constructive. They provide updates when requested and work positively with teams to resolve challenges and identify solutions.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Systems were in place to meet the requirements of the Accessible Information Standard (AIS) and to ensure information was provided in formats that met people’s individual communication needs. The Accessible Information Standard (AIS) was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss. Care plans detailed people’s communication needs and preferences, including any sensory impairments and the support required to help them understand information and express their views.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People and their relatives were encouraged to provide feedback, share ideas and raise concerns or complaints about the care and support provided. People and, where appropriate, their relatives were involved in decisions about care and support, with their views and preferences taken into account. Complaints and compliments were recorded and reviewed to support service improvement. People and relatives told us they knew how to raise a complaint if needed.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People received support and care from relevant health and social care professionals where required. The provider worked in partnership with a range of agencies and professionals to help ensure people’s needs were met and positive outcomes achieved. This multi-agency approach supported coordinated care and facilitated access to specialist advice and services when needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The registered manager and staff demonstrated an understanding of their responsibilities in promoting equality, reducing barriers to care and protecting people’s rights. Reviews of care and support were undertaken to ensure arrangements remained responsive to people’s changing needs and to identify opportunities for people to achieve their goals and desired outcomes. The provider had policies, training and systems in place to support equality, diversity and inclusion and promoted an open culture where people, relatives and staff were encouraged to share feedback and raise concerns.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. The registered manager and staff supported people to achieve their individual goals and aspirations including during the final stages of their life where appropriate. Care plans were generally detailed and person centred, setting out what was important to people, their goals and outcomes, and the support required to help them achieve these.