Blossom Home Care Grimsby

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

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People were supported to make informed decisions about their care, with clear guidance available for staff on how to meet individual needs. Care plans were detailed, person-centred, and regularly updated, particularly when needs changed or after significant events. Daily records confirmed that care was delivered in line with each person’s needs and preferences.

External professionals indicated the service was flexible and responsive, with one commenting, “From what we've seen, Blossom's staff respond promptly to requests, adapt well to changes in care requirements, and adjust visit times and lengths efficiently when needed” and, “Their responsiveness and willingness to adapt care plans demonstrate a patient-centred approach.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The registered manager was aware of relevant local services and sources of support which may be of benefit to people. They made appropriate referrals where required, and ensured staff followed any advice given by health professionals or specialists. The provider worked very well with other professionals to ensure people received holistic support and continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that could be tailored to individual needs.

The provider was aware of, and working in line with, the Accessible Information Standard. This requires providers to assess, record, flag and meet people’s communication needs, and share information about these communication needs with relevant partners when required. The provider completed an assessment of people’s needs prior to receiving a service, and this included any communication or sensory support requirements. This information was available to staff in the person’s care plan and in an app which was accessible to staff when they were out working with people. Staff understood people’s preferred means of communicating and told us information could be made available in alternative formats, should this be required.

People received information about what they could expect from the service in a brochure and handbook. Information was also shared with relatives, with the person’s consent. For instance, relatives could use an app to access people’s care records and see the support that staff delivered on each care call.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People had regular opportunities to share feedback about their care in review meetings or surveys. We saw people had provided positive survey feedback about the care they received. The management team also spoke with people over the phone and had contact with them when conducting periodic spot checks on care. Where people made suggestions or requests the provider acted on this.

The provider had a complaints policy and there was a system in place to ensure any complaints were investigated and responded to. There had been no recent formal complaints, but where any minor issues or concerns had been raised, these were always acted on and resolved. People told us managers were very approachable and it was easy to get through to the office, should they need to speak to someone.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff tailored their support to enable people to access the services they needed to. This included support to attend appointments, should this be required. They were aware of barriers people could potentially face, due to their health or disability. The provider promoted people’s human rights.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Information about people’s individual needs, including any protected characteristics under the Equality Act, was available to staff in people’s care plans. Staff provided personalised support to ensure people experienced positive outcomes. This included examples of improved wellbeing and maintenance of independence. The provider had an Equality and Diversity policy, and staff had received training in this area.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People had opportunity to share and record their wishes about the end stage of their lives, should they wish to. The registered manager confirmed they would work alongside relevant health professionals should anyone require support with end-of-life care.