Delta Homecare

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. People’s care plans fully reflected their individual physical, mental, emotional and social needs. People using the service felt they were regularly involved in planning their care and support, so it was tailored to their needs.

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. People told us they received care from the same staff, so they could enjoy continuity of care. A relative commented, ‘‘There are two regular carers. One staff during the week and one at the weekend.’’

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. This included making reasonable adjustments for disabled people and providing interpreting and translation services for those who did not speak English as a first language. People who had difficulty with reading or writing were supported with accessible information.

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 using the service informed us they felt confident if they made a complaint, it would be taken seriously, and they would be treated with compassion. A relative told us, ‘‘I would feel comfortable raising a concern or complaint.’’

The provider made sure that people could access the care, support and treatment they needed when they needed it. People using the service had access to out-of-hours support when they needed it. Care plans considered people's individual needs and any reasonable adjustments required to support equal access to services. This helped to remove barriers for people who may have found it difficult to access care.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Care plans supported equity in both experience and outcomes. For example, people with limited mobility had access to specialist equipment and scheduled support, which enabled them to access the community.
The provider helped ensure people had equity of experience and their human rights were promoted and protected. The provider recognised how, why and where people were most likely to experience inequality and worked with other professionals to remove barriers and achieve the right outcomes. Staff completed equality, diversity, and inclusion training to help them recognise and address discrimination effectively.
 

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 decisions and what mattered to them were reflected in personalised care plans. People using the service were supported to make informed choices about their care while they had the capacity to do so. The service was not providing end-of-life care at the time of our assessment.