# Bluebell Support Services

*Operated by Bluebell Support Services Limited.*

Bluebell Support Services is a CQC-regulated home-care agency in Castle Rising.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Requires improvement |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 10/08/2017

## Practical info

- Postcode: PE31 6AG
- Registered manager: Gotora, Shelly
- Local authority: Norfolk
- Region: East
- City: Castle Rising
- Last CQC check: 10/Aug/2017 - 00:00

## Inspection findings

### caring

- Finding
  - Dignity, respect and independence
  - Published: 2020-01-29
- Finding
  - Relationships and person-centred approach
  - Published: 2020-01-29

### effective

- Finding
  - Healthcare support
  - Published: 2020-01-29
- Finding
  - Nutrition and hydration support
  - Published: 2020-01-29
- Finding
  - Staff training and supervision
  - Published: 2020-01-29
- Finding
  - Consent and Mental Capacity Act
  - Published: 2020-01-29

### Other

- Finding
  - Evidence: The registered manager proactively sought improvement, engaging with the local authority and peer networks to drive quality.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff received training and supervision across multiple subjects; induction included shadowing and competency discussion.
  - Published: 2020-01-29
- Finding
  - Evidence: Strong, open and transparent leadership with good staff morale; staff felt valued and supported by the registered manager.
  - Published: 2020-01-29
- Finding
  - Evidence: Complaints were recorded, investigated, and responded to with action plans; feedback was actively sought from people and relatives.
  - Published: 2020-01-29
- Finding
  - Evidence: People felt listened to and empowered to make decisions about their care, with regular reviews and personalised care planning.
  - Published: 2020-01-29
- Finding
  - Evidence: There were enough staff to meet people's needs; contingency plans were in place to cover short-notice absences.
  - Published: 2020-01-29
- Finding
  - Evidence: Systems were in place to protect people from abuse; concerns were thoroughly investigated and reported to relevant authorities.
  - Published: 2020-01-29
- Finding
  - Evidence: Staff were kind, caring and compassionate, treating people with dignity and respect, and developed strong caring relationships with those they supported.
  - Published: 2020-01-29
- **governance** _(minor)_
  - Evidence: no action plan had been put in place to monitor these improvements had been made.
  - Published: 2020-01-29
- **staff_competency** _(moderate)_
  - Evidence: there was no recorded evidence that the registered manager had assessed new staff as being competent before they worked on their own.
  - Published: 2020-01-29
- **consent_capacity** _(moderate)_
  - Evidence: In one person's record it stated 'lacks capacity to make decisions' but no other information about how staff could support the person with this was recorded.
  - Published: 2020-01-29
- **record_keeping** _(moderate)_
  - Evidence: no records of these audits had been made... records relating to the completion of staff training or staff competence had not been made.
  - Published: 2020-01-29
- **medication_management** _(critical)_
  - Evidence: staff had often not given one person prescribed eye drops... person consistently refused to take their medicines... had not been followed up by the service.
  - Published: 2020-01-29
- **care_planning** _(moderate)_
  - Evidence: the registered manager had not always assessed risks where it was appropriate to do so... no information to guide staff on how to reduce this risk.
  - Published: 2020-01-29

### responsive

- Finding
  - Complaints handling
  - Published: 2020-01-29
- Finding
  - Care planning and individual needs
  - Published: 2020-01-29

### safe

- Finding
  - Staffing levels and recruitment
  - Published: 2020-01-29
- Finding
  - Safeguarding
  - Published: 2020-01-29
- Finding
  - Medicines management
  - Published: 2020-01-29
- Finding
  - Risk assessment and management
  - Published: 2020-01-29

### well_led

- Finding
  - Governance and quality monitoring
  - Published: 2020-01-29
- Finding
  - Leadership and culture
  - Published: 2020-01-29

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-2471647747

HomeCare Compass is an independent guide and is not affiliated with the CQC.