Archived: Bliss Support Ltd

We found that the provider had made changes to staff recruitment procedures to ensure that all required documents and information were in place. This meant that people using the service could be confident that staff employed were of good character and had the necessary skills and experience.

People told us that staff understood their needs and usually had the necessary skills to provide the support they required. We found that most staff were up to date with required training.

We found that the provider had taken action to improve the systems for assessing and monitoring the quality of the service.

The provider had not reported incidents affecting the safety, health and welfare of people using the service as required.

We found that recruitment and selection procedures were not always operated effectively. Interviews were not always conducted in a way that ensured privacy for the job applicant. There were some gaps in the required information in staff records.

We found there were sufficient numbers of staff available to meet the needs of people using the service. The people we spoke with said they had not experienced missed calls and that staff were usually on time.

Staff did not always receive appropriate induction, training, supervision and appraisal to enable them to deliver care safely and to an appropriate standard. We found lack of adequate induction for staff who had no previous experience in care work. There were some gaps in staff training where staff were not up to date or had not received relevant training. Staff had not received regular supervision.

We found the provider did not have effective systems for checking that visits to people using the service had been made as planned. This meant that people were at risk of not receiving the care they required to meet their needs.

We found that the provider had taken action to ensure that people's privacy and dignity were respected. We saw that people's care plans and risk assessments had been reviewed and updated to ensure that their needs were met. We found that the provider had made changes and improvements to the systems for assessing and monitoring the quality of the service provided.

Most people told us they were satisfied with the care provided and the staff who supported them. However, we found that the delivery of the service did not always ensure people's care and welfare. For example, one person's care plan was not updated with a change in their needs and staff were not aware. This put the person at risk of receiving unsafe or inappropriate care.

People said they felt safe with the staff who provided their care and support. We found that staff were provided with training relevant to their job roles.

People were asked for their views about the service they received. We found that risks to people using the service were not always identified, assessed or effectively managed.