Bliss Care And Training Ltd - Barnet

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

People received a person-centred care experience. People had care visit times they had chosen, and they saw staff they knew. A person said, “The carer is excellent. She [carer] arrives on time and is very friendly. I know them well now and trust them. I feel safe. All tasks are always completed to my satisfaction. They are kind and I would recommend them.” One person’s relative told us, “They [carers] all turn up when they are supposed to and are very reliable…. I feel it's a really good agency, they respond to questions quickly.” Care plans and assessments were available in people’s homes. However, most people and their relatives did not feel this was important. We found improvements were needed to make these more relevant to individuals. People had regular reviews and check-ins from managers and the office staff to see if they were happy with the service. For example, one person’s relative told us, “I did have a complaint at the start, it was about the times the carers showed up. It was dealt with well and efficiently and has greatly improved. We have regular meetings and in the last three months they spoke with mum and asked for feedback about how they were doing.” End of life plans were not being considered and promoted by staff and managers. Improvements were needed in this area to consider and make plans for this important part of people’s lives.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were satisfied with the service they received from staff and managers. They saw the same carers at the times they had agreed.

Staff had the opportunity to get to know the people they cared for well. Managers had created a system of care and ensured they had suitable numbers of staff to provide this kind of person-centred care experience.

People spoke well of the care received.

Staff and leaders had created effective care provision and continuity of care.

No concerns were identified.

Management had created processes and followed these when people had completed their re-ablement care; for their care package to end or be passed to another agency for this to be arranged as appropriate.

People had received their risk assessments and care plans. But most people told us this was not of interest to them. No one we spoke with had made a complaint, but they said they would call the office if there were any issues with the care provided. Those who had said they had raised issues, they also said the matter was resolved quickly.

Staff did have access to care plans and risk assessments, but few could talk about the documents they had looked at. We also found shortfalls with the content of the risk assessments and care plans in place.

There was a complaints process in place.

People said supervisors visited them and asked them about the care provided. Managers also completed this work.

Staff were clear they asked people what support they needed even though they were briefed about the care provided. They also told us they asked if the person if they needed any other support before they left the person’s home. Reviews and spot checks took place. People were also involved in their care planning. Although, we found this aspect could be improved upon.

Assessments, reviews and a complaints process were in place to involve people.

People told us they were happy with the care they received.

Staff spoke of how people received care and support which were relevant to their needs and wishes. Managers asked people what their cultural and religious preferences were before the care started.

No concerns were identified.

Processes were in place in relation to people’s assessment and delivery of care, which promoted equity at point of care. There was also equity in care when monitoring and responding to changes in needs and considering people’s cultural and religious needs.

Processes were in place in relation to people’s assessment and delivery of care, which promoted equity at point of care. There was also equity in care when monitoring and responding to changes in needs and considering people’s cultural and religious needs.

The managers and provider had processes which supported equitable treatment.

People were asked if they had any religious, cultural needs and wishes.

People were satisfied with the current degree of planning that had taken place.

Plans were made when people were being re-abled to independence. Staff considered end of life planning when people had their care needs assessed.

There was a process in place to consider end of life planning. However, it was stated routinely people did not want to discuss this. The end of life plans did not evidence how staff had tried to promote this or have a conversation about this aspect of people’s lives or revisit this conversation. No other work was being considered even when some people had received care a long time from the service and staff knew people well, to see what could be done here.