Archived: Bluebird Care (Greenwich)

Below is a summary of what we found. The summary is based on discussions with management during the inspection, speaking with people using the service, their relatives, the staff supporting them and from looking at records.

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

The provider had safeguarding policies and procedures in place and staff received appropriate training and information. Staff understood their responsibilities in safeguarding the people they supported and who to contact in the event of a concern.

Systems were in place to make sure accidents and incidents were reported along with complaints and other concerns and action taken when required. This reduced risks to people and helped the service to monitor its performance.

There were procedures for managing emergencies and staff were aware of relevant contact details to access help and support.

There was suitable induction training for new staff and regular training updates along with supervision checks to ensure staff carried out their duties safely.

Is the service effective?

People using the service experienced care which was planned and delivered to meet their needs and mitigate any risks. People using the service and their relatives were involved in the development of their care plans. Care needs were reviewed on a regular basis and care plans could be modified if needs changed. Records showed the care delivered reflected the current care plan.

People we spoke with were very satisfied with the service and care they received and told us their care workers were usually punctual and carried out their duties effectively and professionally. One person we spoke with said, 'I've had problems with them in the past but the carers I have now are exceptional.'

Is the service caring?

People were treated with dignity and respect by the staff. People we spoke with told us their care workers were always polite, respectful and protected their privacy when offering personal care. Staff we spoke with were aware of the importance of respecting people choices in how their care was delivered.

People we spoke with told us their care workers were kind and helpful and always willing to chat with them and meet their needs. One person remarked, 'They take note of what I say, and they're very helpful, I'm very content.' The relative of another person commented, 'The service is very good. I can't fault them and I would recommend them to people.'

Is the service responsive?

People using the service received six monthly reviews of the care they received during which people were encouraged to express their views. The provider conducted an annual customer satisfaction survey which indicated a satisfactory level of service. People we spoke to told us the provider was very responsive to comments, queries or requests for changes to the service they received.

There was a written complaints procedure which was provided to people using the service. People were confident they would know how to make a complaint and who to contact. Complaints had been recorded and had been investigated and managed correctly.

Is the service well-led?

The provider had a variety of systems to monitor the quality of service provided and audit their performance. People using the service and their relatives were provided with information about the service and were contacted regularly to obtain their feedback and views.

Managers conducted regular checks at the homes of people using the service while care workers were there to ensure the care delivered was of good quality and in line with needs.

Staff received appropriate training, supervision and support. There were arrangements for reviewing performance on a regular basis so appropriate training and personal development could be planned, although a formal appraisal system had not yet been introduced for all staff.

We found people's care needs were assessed and care was planned with people's involvement. Through speaking to people and staff, and looking at people's care records we found people received the care that was planned for them. People received their medication safely as the provider had adequately planned this aspect of their care. We found care staff had been recruited effectively to ensure people received care from only suitable staff. The provider had adequate systems in place to monitor the quality of care people received. We found the provider maintained adequate records relating to people's care needs, staff records and in most cases records relating to the management of the service.

We found people were treated with dignity and respect and people's independence was promoted. People were regularly asked to make choices about the care provided to them and people were involved in the care planning process. People were assessed before the service began and people's care was delivered in line with their care plan. The provider had policies and procedures in place to protect vulnerable adults and staff were trained and knew what to do should concerns be raised. Staff were appropriately supported and received sufficient training to enable them to deliver care to people safely. The provider carried out regular checks to ensure its staff were competent and that people were receiving a service that met their needs.