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Bluebird Care (Alton, Bordon & Liphook) Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 18 July 2018

This inspection took place on 3 and 4 May 2018 and was announced. The provider was given 48 hours’ notice because they provide a domiciliary care service and we needed to be sure key people were available. When the service was last inspected in January 2016 they received an Outstanding rating. This was because the service had good leadership and management in place, provided an exceptionally effective service and was very caring.

There was a registered manager in post. 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.

Bluebird Care UK is a national franchise. A franchise is when a franchisee (the provider) has bought the rights to sell a specific company’s products in a particular area using the company’s name. Throughout the report we have referred to Bluebird Care (Alton & Alresford) as Bluebird Care.

The registered provider, Belrose Limited, operates three registered locations: Winchester, Andover and Alton & Alresford. It is registered to provide personal care services to people in their own homes. At the time of this inspection Bluebird Care supported 105 people, however a personal care service was provided to 72 people. Of these, seven received live in care services.

Why have we rated this service as Outstanding?

People received an exceptionally safe service. The service had robust contingency plans in place to ensure when events occurred these did not impact upon service delivery. During the snowy weather in March 2018 the plans they put in place resulted in no care calls being missed. This was because of the total commitment of the care and management team. The systems in place for the management of medicines were exceptional. Records of administration were made electronically and care assistants could not log out of a care call until this had been completed. This meant those people who needed support with their medicines were able to take their tablets as prescribed. Any changes to people’s medicines could be updated immediately in the care records and acted upon. Staff completed safeguarding adults and moving and handling training to ensure they maintained people’s safety. Risk assessments were completed as part of the care planning process. Where risks were identified there were plans in place to reduce or eliminate the risk. Safe staff recruitment procedures were followed to ensure people were not looked after by unsuitable care and support workers. There were sufficient numbers of care assistants to meet people’s care and support needs safely.

The service was exceptionally effective. Before people received a service, a comprehensive assessment of their care and support needs was carried out. For people who had email access they were sent a video message where the customer care manager introduced themselves. The assessments were person centred and involved finding out about things that were important to the person. The staff team was well trained and the provider had a career pathway in place for all staff. Trainee care assistants completed the induction training and then had a three month probationary period during which they completed Care Certificate training. Ongoing training was arranged for all staff and included specialist training where people had specific care needs.

People were provided with assistance to eat and drink well where this had been identified as a care need. The care assistants and management team worked with other health and social care professionals to ensure people’s health and wellbeing was maintained.

People were supported to be as independent as possible. Their mental capacity was assessed as part of the whole assessment process. People were involved in making dec

Inspection areas

Safe

Outstanding

Updated 18 July 2018

The service had improved and is outstandingly safe.

Effective

Outstanding

Updated 18 July 2018

The service remains outstandingly effective.

Caring

Outstanding

Updated 18 July 2018

The service remains Outstandingly caring.

Responsive

Outstanding

Updated 18 July 2018

The service had improved to be Outstandingly responsive.

Well-led

Outstanding

Updated 18 July 2018

The service remains Outstandingly well led.