Blessing's Care

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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.

The provider promoted a person centred approach which encouraged people to be actively involved in planning and reviewing their care and support.

Care plans reflected people's individual needs and preferences and were developed with input from people and, where appropriate, their relatives. A relative told us they had been involved in the initial care planning process, which helped ensure care was planned around the person's needs and wishes.

Daily care records reflected information recorded in care plans. Staff demonstrated a good understanding of people's assessed needs, preferences and routines and were able to describe how they provided support in line with these.

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, so care was not always joined-up, flexible or supportive of choice and continuity.

The provider understood people's individual needs and people benefited from support provided by staff who knew them well. Relatives spoke positively about the relationships staff had developed with people. One relative told us, “The best thing is that they (staff) are all very friendly and they love my relative who is fiercely independent and they are interested in my relative’s family." Another relative said, "My relative and the main carer have a close bond and friendship. They laugh together."

However, records showed staff did not always remain for the full duration of funded care visits. This meant people may not always have received the full level of support that had been commissioned to meet their needs. We discussed this with the provider who took action to address our findings.

Some relatives also described inconsistencies in staffing arrangements and communication. One relative told us, " We never know who is coming or when.” These issues reduced assurance that care was always delivered in a coordinated and person centred way.

The provider supplied information in formats that were tailored to individual needs.

People’s communication needs were identified, assessed and recorded to help ensure information was provided in a way they could understand. Care plans included guidance on how people preferred to communicate, any sensory needs and the support required to enable them to express their views and make decisions about their care.

Staff understood how to adapt their communication to meet people's individual needs and used clear, accessible approaches when sharing information and supporting decision making. Care plans included guidance on people's preferred methods of communication and any support required to help them express their views and make choices.

Relatives confirmed staff adapted their approach when required. One relative told us staff would point to items to support communication and decision making. Another relative described how staff supported a person with hearing difficulties by repeating information and using visual prompts to aid understanding. This helped people remain informed, involved in decisions about their care and able to express their preferences and choices

The provider used secure electronic care records, helping to ensure information was accessible to staff while remaining safe and confidential.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People were provided with information about how to raise concerns, share feedback and make complaints. When care commenced, people received a service user guide which explained the service, what to expect and how to access the complaints process. This helped people understand their rights and how to raise any concerns about the support they received.

The provider actively sought feedback from people and their relatives through surveys, reviews and quality assurance processes. Feedback was analysed and used to inform service improvements. For example, the provider identified opportunities to strengthen communication with families and introduced quarterly service updates to support engagement and information sharing.

The provider used feedback, audit findings and quality monitoring systems to drive continuous improvement and improve people's experiences of care and support.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were supported to access care and support in a way that met their individual needs. Care plans contained information about people's communication, mobility and support requirements, helping staff make reasonable adjustments and reduce barriers to accessing support.

Staff understood people's individual circumstances and demonstrated an awareness of equality, diversity and inclusion. Care was delivered in a way that respected people's protected characteristics, preferences and choices. Staff adapted their approach to meet communication and mobility needs, helping people to access care and support on an equal basis with others.

People and staff were aware of out of hours support arrangements and knew who to contact when concerns arose. Staff told us the registered manager and management team were responsive outside normal working hours, which helped promote continuity of care and ensure people could access support when needed.

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.

People received care and support that reflected their individual needs, preferences and protected characteristics. Staff understood the importance of promoting equality, inclusion and positive outcomes for people.

Care plans included information about people's cultural needs, preferences and choices, helping to ensure support was delivered in a way that respected what was important to them.

One relative told us, "My relative is safe because the staff care are interested in my relative and what they are doing."

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.

Staff understood the importance of supporting people with dignity, compassion and respect when discussing future care needs. Information about people's wishes, decisions and preferences for future care was recorded and accessible to staff through the electronic care planning system.

Where relevant, records relating to end of life care and Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions were available and could be accessed by staff when required. This helped ensure people's wishes were known and respected, and supported the delivery of safe, personalised care.

Staff understood the importance of following documented preferences and ensuring care remained consistent with people's choices, values and best interests.