Delta Care Ltd- Blackpool

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible in their best interest; the policies and systems in the service supported this practice. People were involved in their care planning. One person told us, "I am completely involved in my care plan. I make all the decisions." Staff told us that they received training and felt supported in their role. One staff member said, "I get amazing support from management I couldn't ask for better, we are treated as individuals and get support with all aspects of life not just work."

The service was caring. People told us that the staff treated them with kindness and respect. One person said, "My relative's always laughing and joking with them [staff]. They're like friends." Staff were aware of how to protect people's privacy and dignity and people told us that the staff did this well. People felt supported to make decisions about their daily lives.

People told us they knew how to complain and there was a policy and procedure in place. We saw that his was followed. One person told us, "I am quick to complain if there's something that's affecting my family but with Delta Care we just don't have that problem." Staff had received training in end of life care. Staff supported people to go out shopping and attend appointments when they needed to. Staff were aware of people's communication needs and how best to support them. People told us the service is flexible and responsive to their needs. One person said, "When I called the office to ask for an extra call … it was arranged within twenty minutes."

People told us the service was well managed. One professional told us, "They are one of the most uplifting providers we have the pleasure of speaking with... they have been a shining example of positivity through this crisis." Staff told us they received staff newsletters and information was shared with them. There was a positive staff culture. We found the management team receptive to feedback and keen to improve the

service. The registered manager worked with us in a positive manner and provided all the information we requested.