Bluebird Care Oxford

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 out last inspection this key question was rated good. At this inspection this key question remains good. 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 received care that was highly personalised and tailored to their individual needs, preferences, and goals. Care plans were detailed, practical, and demonstrated a deep understanding of what mattered most to each person. For example care plans prioritised routines, communication styles, emotional wellbeing, and social connections.

Staff consistently treated people as individuals, involving them in decisions and respecting their choices. Families described care as flexible and responsive, with staff going above and beyond to support people during difficult times. This shows the service was committed to delivering care that respects individuality and promotes dignity.

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. Continuity of care was prioritised, especially for people with complex needs, and most people told us they had regular carers.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and families said they could raise concerns and get answers quickly. Complaints were rare and resolved promptly. The manager told us “We are also responsive to communication needs.” For example, one gentleman who was profoundly deaf prefers pen-and-paper communication, while another customer with a brain injury benefited from information delivered one subject at a time, with pauses for processing. For customers who could not sign for consent, there was voice recordings to evidence their wishes. While some people did not require further communication aids, Bluebird was prepared to use large-print documents, other languages, Braille, audio formats, Makaton or social stories if needed. This information was clearly conveyed to carers through care plans and electronic care planning tasks.

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 felt listened to and involved in decisions about their care. Staff explained tasks and sought consent before providing support.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us they receive care when they need it, and the service supports a wide range of needs. Staff contacted GP’s and out of hours providers when needed. We also saw staff had made referrals for additional equipment for people if they needed this. People were asked during assessed if they were registered with dentists and opticians.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People described positive experiences and outcomes, including improved wellbeing and independence. Staff told us how they advocated for people, by contacting MDT professionals to escalate any changes to peoples physical and mental health. Also, by making sure any routine health screening appointments were made for people either with their consent.

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. People and families were involved in planning, and staff understood the importance of anticipating future needs, including people’s wishes at the end of their life.