Blossoming Hearts Care Agency Ltd.

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. 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 and their relatives told us they were at the centre of their care and that changes to their care plans happened if there was a change in their care needs.

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. Staff and people told us that they were always introduced to new staff. Where possible the service had the same staff supporting people. This ensured continuity for people. One person said that they used to have different carers supporting them, now that they have the same staff member for most calls, they feel this is better and they have built a relationship with them. A relative said, “My loved one gets the same carers they know them well.“

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives told us that they were able to log on to the app staff used to record their care visits and their care plans. They said that they are able to see what has happened during the call and that staff share photos with them on the app. The registered manager told us that if people or relatives wanted, they could have a paper copy of their care plans.

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 and their relatives said that they would contact the registered manager if they had any concerns or complaints. Most people said that they had not needed to do so. Where they had they said issues were resolved quickly.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager made referrals to other care professionals when people needed support of specialist health or social care services.

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. The manager was able to explain how they were supporting a person who needed additional support with social related issues. The service was working with social workers and police to improve outcomes for the person.

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. The registered manager discussed planning for the future with people, this was reflected in the care records.