Blossoming Hearts Care Agency Ltd.

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 70 (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 and staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. All people and relatives we spoke with said staff were caring, showed compassion and respected their dignity.

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 strengths, abilities, culture and backgrounds and protected characteristics. The registered manager spoke about supporting a person whose first language was not English, they told us they had researched words and phrases in the person’s language that would enable carers to support the person in a more person-centred way. These phrases were made accessible to staff. A person told us they enjoy when staff spend time painting their nails. A relative said that staff spend time looking through photographs with their loved one, talking about holidays they had taken in the past.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff respected their right to choice and that their care plans had been created with them. One person said that staff will support them to carry out tasks by themselves and they know they can ask the staff for support when they need to.

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. People and their relatives told us that they were able to contact the registered manager when they needed to do so. If they were not contactable, they would return their call quickly.

The provider cared about and promoted the wellbeing of their staff. They supported staff to deliver person-centred care. However, we received mixed feedback from staff. Some felt they received enough support from the registered manager, whilst others said that they felt this could be improved and that communication was an issue.