Delta Care Ltd - Blackburn and Darwen

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 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 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.People received support which met their outcomes and goals. Care plans, risk assessments and notes focused on what was important to the person and how they want to receive support. People told us they were involved and consulted about their care.

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.The service worked with health and social care professionals to ensure people received the right support at the right time. People received support flexibly to fit around their life. Where changes were needed, office staff worked to meet people’s preferred visit times and accommodate any changes.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.People were given information in a way which met their communication needs. The provider met the Accessible Information Standard whereby they could provide information in alternate formats, when needed.

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 felt fully consulted and involved in decisions about their care. Staff, people and their relatives told us they felt able to raise any concerns of feedback to leaders and this feedback would be acted upon. There was a complaints procedure in place which was shared with people and the provider responded promptly to any concerns to avoid these developing these into larger complaints. One relative told us, “If we are not happy, we say something and it gets altered to how we like it doing.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.People benefitted from approaches which embraced collaboration. Leaders actively worked in close partnership with health and social care partners to ensure people had access to the support, equipment and services they needed when they needed it.

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.People did not experience discrimination because of their protected characteristics. Staff had training in equality and diversity and understood the importance of working without judgement and prejudice.

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.People’s advanced decisions were understood and documented. Where there was a change in a person’s health, due to the comprehensive initial assessment, the care and treatment people received would be in line with their wishes and preferences. Staff had received training in how to care for people receiving end of life care.