Delta Care Ltd - Chorley

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.At our last assessment we rated this key question good. At this assessment the rating has remained 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. Most people and relatives said care reflected people’s individual needs. Staff understood the importance of person-centred care and aimed to provide this. A relative told us, “Delta Care demonstrated time and patience in getting to know [family member] in order to meet their needs effectively.”

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. Staff supported people to make informed choices about how they wanted to receive their care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans described how people preferred to communicate. They also described how staff should support people to promote effective communication. Information could be made available in various formats depending on people’s individual needs.

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 relatives knew how to seek advice or raise concerns, and felt confident to do so. A relative told us, “The office staff are polite and professional every time we have made contact, either to change a visit, update [family member’s] care needs and pass on any requirements to the care staff.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us staff were reliable and turned up when they were due. There was an out of hours system so people and staff could get advice at any time of the day or night.

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. Staff supported people to achieve positive outcomes based on their individual needs and preferences. Relatives gave examples of how staff had supported people positively to improve their health and wellbeing.

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, and relatives if appropriate, could discuss their wishes and preferences for their future care needs.