Bliss Care And Training Ltd - Barnet

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People told us staff treated them as adults and they were pleasant to be with. A person said, “The carers are really lovely. We’ve been really lucky and blessed with them.” Other people described the staff as “Absolutely brilliant.”

A person’s relative told us their loved one who has dementia, “[Name of member of staff] is very caring and they talk. Mum can say things that aren't nice and [name of member of staff] takes it on the chin.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s culture and unique backgrounds and protected characteristics.

The provider had ensured people’s cultural and spiritual needs were identified and recorded in their assessments. People’s preferences and what was important to them was also sought and recorded in their assessments of need. Although, staff may not have been looking at these documents people told us staff had got to know them and knew what was important to people. When staff were asked to go out and do something social with people, the provider had recorded in greater detail what the person wanted to do with this time and what their interests were.

People felt they were treated as individuals. A person said, “The member of staff is like a brother. It’s the first time that I’ve needed a carer. He respects me. He phones me on arriving and waits till I let him in. He asks me how I am and what I want. He has a chat with me. He is experienced and listens to me.”

The provider did promote people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us staff encouraged them to be more independent, as a person said, “We talk and they [staff] give you the confidence to do things.” Staff were clear with us they were led by what people wanted them to do. People confirmed this.

The provider did promote people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us staff encouraged them to be more independent, as a person said, “We talk and they [staff] give you the confidence to do things.” Staff were clear with us they were led by what people wanted them to do. People confirmed this.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

A person’s relative told us, “Staff come in the morning. Some days she is up early but if she is asleep at the second call I will let them know that she is asleep and they come later. They are very flexible. It’s the same staff.”

Staff were clear about the care tasks people wanted completed. The provider also checked staff were knowledgeable about this. Staff told us they were directed by what people wanted them to do.

People’s relatives told us, staff told them if their relative was upset or needed some family input, “It isn't that often that something comes up, but yes, staff do let me know if [name of relative] is upset.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

When staff experienced racism which generally would present itself in a complaint by a person using the service, they were clear this was not tolerated. Staff said they enjoyed working for Bliss Homecare and had done so for a few years now. They felt satisfied in their work because they saw a regular group of people and had enough travel time to get to care visits. They also felt included in sharing updates and information via their system and in meetings.