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Archived: Bluebird Care (Enfield) Good

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Inspection report

Date of Inspection: 3 September 2014
Date of Publication: 23 October 2014
Inspection Report published 23 October 2014 PDF

Overview

Inspection carried out on 3 September 2014

During a routine inspection

A single inspector carried out this inspection.We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask: Is the service safe, effective, caring, responsive and well led?

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 and 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 appropriate 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.

Problems highlighted at the previous inspection in relation to the provision of care for those people who required two care workers had been addressed and additional checks had been introduced to make sure the correct number of staff were available. Recruitment practice was safe and thorough and ensured suitable checks were in place with regard to qualifications, employment history, identity and criminal records. There was suitable induction training for new staff and on-going supervision checks to ensure staff carried out their duties safely.

People were treated with dignity and respect by the staff. People we spoke with told us their care workers always protected their privacy when offering personal care.

Systems were in place to make sure accidents and incidents were reported along with complaints and other concerns and action was 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.

Is the service effective?

People using the service experienced care which was planned and delivered to meet their needs and to 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 told us their care workers were mostly punctual and carried out their duties effectively, although views were mixed. One person we spoke with said, �I�ve had problems with them in the past but the carers I have now are exceptional.� Several people we spoke with felt the service did not always keep them adequately informed if there were delays or alterations to scheduled visits.

Is the service caring?

People we spoke with were satisfied with the care and support they experienced. 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 meet their needs. They told us they were treated with dignity and respect by the staff. People we spoke with told us their care workers always protected their privacy when offering personal care. One person remarked, �They�re very kind, they treat me very well.�

Is the service responsive?

The relative of a person commented in regard to the quality of staff, �The standard is very mixed. Some of the carers we�ve had have been excellent but others have been incompetent and unable to speak English well enough to communicate properly.�

People using the service received six monthly telephone 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.

There was a written complaints procedure which was readily available for people using the service. People were aware of the written procedure. Complaints had been recorded and had been investigated and managed correctly. One person using the service told us, �I have made a complaint in the past and it was sorted very quickly. They�ve improved and are much better now.�

Is the service well-led?

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. 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.