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Mortimer & Co Limited t/a Bluebird Care (Ealing) Good

Inspection Summary

Overall summary & rating


Updated 10 April 2019

About the service:

• Mortimer & Co Limited t/a Bluebird Care (Ealing) is a domiciliary care agency that provides the regulated service of personal care in people’s own homes. They were providing this service to 65 people at the time of our inspection and 9 of those people had a live-in care worker.

• Not everyone using Mortimer & Co Limited t/a Bluebird Care (Ealing) receives regulated activity; 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.

People’s experience of using this service:

• People and relatives spoke positively about their permanent care workers finding them caring and reliable. A few relatives found that staff who covered when permanent care workers were not available were not so good. The registered manager was aware of those issues and was in the process of addressing these.

• People and relatives told us they felt safe with the service provided. We found that staff could recognise signs of abuse and knew how to report safeguarding adult concerns appropriately. The registered manager had a good oversight of safeguarding concerns, incidents and accidents and complaints. They analysed service trends to ensure errors or mistakes were not repeated and shared their learning with the management team.

• Medicines were administered safely and medicines administration records were audited monthly. People were supported to access appropriate health care and there was guidance in place to support staff to recognise the symptoms of ill health.

• The registered manager met with people and their relatives prior to offering a service to assess and develop an effective care plan. Risks to the person were identified and measures to minimise the risks were in place. Care plans were reviewed on a regular basis and in response to changing circumstances.

• Staff received an induction and ongoing training. They received supervision sessions to support their individual development and address practice issues and they told us they felt well supported by the provider.

• The registered manager and management team completed audits and checks to ensure the quality of the service provided. They contacted people and their relatives regularly to check they were happy with the care provided. They utilised the support of the Bluebird franchise support team to audit the services provided and offer advice at regular periods throughout the year.

Rating at last inspection: We previously inspected on the 23 and 27 November 2017. We found the rating to be requires improvement. This was because the provider was not meeting all their responsibilities under the Mental Capacity Act 2005. At this inspection we found they had acted to address this concern.

Why we inspected: This was a planned comprehensive inspection based on previous rating of requires improvement.

Follow up: We will continue to monitor and inspect in line with our ratings protocol.

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 10 April 2019

The service was safe

Details are in our Safe findings below.



Updated 10 April 2019

The service was effective

Details are in our Effective findings below.



Updated 10 April 2019

The service was caring

Details are in our Caring findings below.



Updated 10 April 2019

The service was responsive

Details are in our Responsive findings below.



Updated 10 April 2019

The service was well-led

Details are in our Well-Led findings below.