We carried out a review of the data available to us about Bluebird Care St Albans on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Bluebird Care St Albans, you can give feedback on this service.
Bluebird Care St Albans is a domiciliary (home care) agency. It provides personal care to people living in their own houses and flats. Not everyone using Bluebird Care St Albans received the regulated activity of personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. There were 30 people receiving the regulated activity of personal care at the time of the inspection.
People’s experience of using this service and what we found
People, relatives and staff were complimentary about the positive outcomes people achieved and the exceptional care provided. Numerous people told us about the way in which service provided went above and beyond. One relative told us, "The service exceeds what I would have expected. I feel very blessed."
The providers systems and processes enabled staff to place the person at the centre of the care and support they received. People were treated with dignity and respect and were encouraged to be independent. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People told us they felt safe. Staff received training in safeguarding and knew how to report their concerns both internally and externally. Risks were managed appropriately. Staff were provided with regular guidance and support from the management team.
Staff were recruited safely and there were enough staff to meet people’s needs. Staff received regular training and were very positive about their induction to the service.
People were supported to manage their medicines appropriately. Any health needs were clearly identified in people’s care plans. Staff ensured that people were supported to access health services, where required.
Staff, people and their relatives told us the registered manager was approachable and listened to their concerns. They told us about the positive ethos at Bluebird Care St Albans and the kind, caring nature of staff.
Care plans were developed when people started using the service and were personalised. People told us that staff were responsive to their needs and supporting them in the way they wanted.
The provider had implemented a range of effective audits and governance systems to check the quality and safety of the care people received. The registered manager and wider management team monitored the completion of tasks daily. This allowed for the effective monitoring of patterns and trends and for learning to take place.
Rating at Last Inspection
At our last inspection, the service was rated Good (15 June 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor the service to ensure people receive safe, compassionate, high quality Care. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
The service had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
The service took safeguarding concerns seriously and followed the local authority policy and guidance when dealing with safeguarding people from harm and the staff we spoke with demonstrated a good understanding of safeguarding issues.
Where appropriate the service had attended and contributed to safeguarding discussions and meetings. They had used these opportunities to further improve their way of working.
There was a robust recruitment procedure to help ensure the staff recruited were suitable to work with the people using the service.
Staffing levels were sufficient to provide the level of care required.
Risk assessments were in place and were regularly reviewed and updated.
Staff were trained to administer medicines safely and had undertaken further training to ensure they could deal with a number of health issues. Regular checks were undertaken to help ensure on-going competence in this area.
There was a robust induction programme, which included mandatory training, shadowing and buddying with an experienced worker. Staff demonstrated a good understanding of their roles and responsibilities.
The service demonstrated a commitment to staff training, which was on-going and regular refreshers were undertaken. Staff were given positive encouragement to undertake further, more specialised training appropriate to the work.
Supervisions were undertaken regularly and considered important in offering an opportunity for discussion between staff and management about on-going work issues. Professional Development Reviews (PDR) were held annually to ensure learning was reviewed and training needs were met.
Care files were clear and comprehensive and contained relevant health and personal information. They were person-centred and included individuals’ goals, wishes and achievements. The service was flexible and responsive to changing needs, desires and circumstances.
Confidentiality was respected and independence was promoted. Communication with relatives was on-going throughout the duration of their relative’s involvement in the service.
Comments were encouraged formally and informally and there was a complaints policy in place. Literature given out to families gave the information and opportunity for people to raise concerns or make suggestions.
Best practice guidelines were followed and the service was innovative and creative in its approach to support and training.
Feedback was regularly sought from families and users of the service. The service listened and took action to address any concerns and suggestions put forward by people who used the service and their families.
Team meetings were regularly undertaken, giving staff the opportunity to discuss any issues and to share good practice examples. The meetings were used as a forum to share current best practice guidance and keep staff up to date with new methods and innovation.
A number of audits were undertaken, results analysed and lessons learned from these to drive continual improvement in service delivery.