Delta Wellbeing praised for its commitment to providing safe and innovative services in latest TEC audit

Llesiant Delta Wellbeing has been commended for its innovation and commitment to providing exceptional care and support in its latest TSA Quality Standards Framework (QSF) audit.

The company, which provides assistive technology and proactive monitoring to support older and vulnerable people to live more independently, was found to be compliant in all areas with the report highlighting significant achievements, and further cementing its reputation as a leader in the Technology Enabled Care (TEC) sector.

The QSF is an independent audit and certification programme, regulated by the TSA, the UK industry advisory body for TEC services, based on the principles of quality, safety, innovation and continuous improvement.

Over the past 12 months, Delta Wellbeing has focused on implementing a cutting-edge digital platform, a major milestone in its digital transformation journey. The transition, described in the audit as “well-defined and structured,” ensured a smooth rollout, with the team collaborating closely with platform partners to achieve success.

Despite initial challenges, including platform connectivity and reporting issues, the company demonstrated resilience and adaptability; and by working collaboratively with the TSA and the platform provider, the team has been proactive in addressing technical concerns, ensuring continuous improvement.

The communications team has also played a key role, providing clear guidance on the transition from analogue to digital systems. Feedback from residents and partnerships with BT roadshows have ensured a smooth changeover, with many previously apprehensive customers now embracing the new technology.

Delta Wellbeing was praised for its “high-quality, compassionate and person-centred care,” with recognition from Care Inspectorate Wales (CIW) for its exceptional service delivery. 

Safety remains at the heart of company operations, with robust fire safety measures implemented, including interlinked smoke, heat and carbon monoxide detection systems that integrate seamlessly with the digital lifeline equipment. This proactive approach ensures the highest level of safety for customers.

While challenges such as increased call volumes (up 23%) and national workforce shortages have had an impact on operations, Delta Wellbeing’s innovative integrated service model continues to deliver excellent outcomes for high-needs customers. Call handling remains exceptional, with 97.5% of calls answered within 60 seconds (excluding fault calls).

The audit concluded that Delta Wellbeing, a Local Authority Trading Company owned by Carmarthenshire County Council, provides “safe, customer-centric, and innovative services,” underpinned by a culture of continuous improvement and community-focused care. 

Carmarthenshire County Council’s Cabinet Member for Health and Social Services Cllr Jane Tremlett said: “We are incredibly proud of this audit report, which reflects the hard work, resilience and dedication of the entire team. Over the past year, staff have gone above and beyond to navigate complex challenges while continuing to deliver outstanding care and support to customers.

"This recognition highlights the company’s commitment to innovation, safety and putting people at the heart of everything it does.”