Delta Homecare

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement. This meant the management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care. The service was in breach of legal regulation in relation to good governance.

This service scored 62 (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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. Staff reported that there had been a culture of collaboration, where they felt listened to and open communication had been encouraged. This had supported ongoing learning and continuous improvement.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Staff reported they had felt supported by leaders, who had maintained a visible presence within the service. A staff member commented, ‘‘Yes, the registered manager is a very kind manager, and he is always there for us. He told us to call him anytime.’’

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff told us they had felt supported and encouraged to speak up. They were able to raise concerns with the manager or, where appropriate, with other relevant external agencies.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked[NN1] for them. Staff had access to equality training to help them understand protected characteristics, bullying and harassment. A staff member told us, “They support us with training and career development, and always respected my culture, values, and beliefs.’’

The provider did not have clear responsibilities, roles, systems of accountability and good governance. They did not act on the best information about risk, performance and outcomes, or share this securely with others when appropriate. The provider’s governance systems for auditing the service were not effective in identifying or addressing areas for improvement to ensure that people were not placed at risk of receiving unsafe and inappropriate care.
There was no effective system of record keeping in place. Care plans and risk assessments were not consistently updated to reflect changes in people’s health and medicine needs, which may impact the quality and continuity of care.
The provider’s systems to ensure staff were appropriately trained and supported were not effective, as some staff had not completed refresher training to develop the skills and knowledge required to care for people safely.
However, the provider had a business continuity plan in place to help ensure the service could continue running during and after any significant disruptions.
 

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. Staff told us safety events and actions taken were discussed at the staff meeting to aid learning. A staff member commented, ‘‘The provider shares learning from incidents so we can prevent future risk and improve safety.’’ Lesson learnt reports included recommended actions to prevent re-occurrence and keep people safe.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. The service actively sought the views of staff, people using the service, their families and carers in developing and evaluating improvement and innovation initiatives.