Bluebird Care (Havering)

Updated 22 May 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was carried out by one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type:

This service is a domiciliary care agency. At the time of the inspection, the services provided personal care to adults living in their own homes. The CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

Our inspection was announced. We gave the provider 48 hours’ notice as we needed to be sure someone would be available to support us with the inspection.

What we did:

• Before the inspection, we reviewed relevant information that we had about the service including any notifications of safeguarding or incidents affecting the safety and wellbeing of people. A notification is information about important events, which the provider is required to tell us about by law. We checked the last inspection report and contact the local authority for information.

• The service completed a Provider Information Return (PIR). A PIR is a form that asks the provider to give some key information about the service, what it does well and any improvements they plan to make.

• During the inspection, we spoke with six people, six relatives, the registered manager, operations manager, office manager, care coordinator and five care staff.

• We reviewed documents and records that related to people’s care and the management of the service. We reviewed five people’s care plans, which included risk assessments, and five staff files, which included pre-employment checks.

• We looked at other documents such as medicine, training and quality assurance records.

Updated 22 May 2019

About the service:

The service is based in the London Borough of Havering. The service provided personal care to adults living in their own homes. At the time of our inspection, 48 adults used the service.

People’s experience of using this service:

• People and their relatives thought the care provided from the service was safe. One person told us, “I do feel safe. I am very, very happy with them (service). If it wasn’t for the carers I couldn’t live here. They make me feel very comfortable in my own home.”

• The service worked with local communities and organisations to support people with activities at no additional cost to people.

• Care plans were person centred and detailed people’s support needs. Relatives were also able to access care plans remotely to view tasks carried out by staff and check if staff had attended calls.

• Risks associated with people’s needs had been assessed. However, further improvements were needed with risk assessments. We made a recommendation in this area.

• Systems were in place to ensure people received care in a timely manner.

• Medicines were being managed safely.

• Systems were in place to ensure staff attended calls and pre-employment checks were carried out to ensure staff were suitable for the role.

• Staff had the knowledge and received the support they required to meet people’s individual needs.

• People received care from staff who were kind and compassionate.

• Staff understood people’s needs, preferences, and what was important to them.

• People’s independence was promoted and their privacy and dignity was respected.

• Complaints were managed appropriately.

• People and staff were positive about the management and the service. There was a quality assurance system in place to identify shortfalls and take action to ensure people were safe.

• The service met the characteristics for a rating of ‘Good’. Therefore, our overall rating for the service after this inspection was ‘Good’.

• For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

• At the last inspection on 15 November 2016 the service was rated ‘Good’. The report was published on 22 December 2016.

Why we inspected:

• This was a planned inspection based on the rating of the last inspection.

Follow up:

• We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.