Archived: Bluebird Care (Stoke-on-Trent)

Updated 12 June 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 completed by two inspectors 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: Bluebird Care (Stoke on Trent) is a domiciliary care agency. It provides care to people living in their own homes. Not everyone using a domiciliary care agency 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.

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: We gave the service 48 hours’ notice of the inspection to ensure the registered manager and office staff would be available for our visit.

Inspection activity started on 15 May 2019 and ended on 20 May 2019. We visited the office on 15 May 2019 and the expert by experience spoke with people on the telephone on 20 May 2019.

What we did: We asked the provider to complete a Provider Information Return (PIR). This is key information providers are required to send about their service, what they do well, and improvements they plan to make. We also sought feedback from commissioners of the service and local safeguarding teams.

We spoke with one person who used the service and seven relatives. We looked at records relating to the management of the service. These included accident and incidents, safeguarding, recruitment and quality assurance records. We looked at three people’s care and support files and five medicine administration records. We spoke with the registered manager and four members of staff. We asked a number of staff to answer some questions about the service via email which three staff completed.

Updated 12 June 2019

About the service: Bluebird Care (Stoke-on-Trent) is a domiciliary care agency. It provides personal care to people living in their own houses in the community. At the time of the inspection, 25 people were being supported by the service.

People’s experience of using this service: People and their relatives told us they were happy with the care and support they received from the service. One person told us, “The carers are all very good whoever comes. Very caring all of them.”

People received care and support from a regular team of staff. The service ensured staff had the right training, skills and experience to support people safely. A robust recruitment process was in place.

The provider had systems in place to ensure people were protected from abuse and harm. Staff had completed safeguarding training and were aware of the provider’s whistleblowing process. Individual and environmental risks were identified and mitigated. Systems were in place to ensure people would continue to receive support in the event of an emergency.

The registered manager constantly reflected on the service provided. Information was reviewed with lessons learnt cascaded to staff.

People were treated with respect and dignity. Staff had extensive knowledge about people, their preferences and interests. People were involved in reviews of their care and support. Staff knew people’s preferred methods of communication.

Care plans were person centred and provided staff with clear information on how to support people in line with their preferences. Staff were responsive to changes in people’s needs. People and relatives had no complaints about the service but were aware of the complaints procedure.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The provider had an effective quality assurance process to monitor the quality and safety of the service provided. The registered manager was passionate about ensuring people received the best care possible. Staff told us they felt supported by the management team. People, relatives and staff were encouraged to offer feedback. The service had an open culture and shared lessons learnt in their yearly newsletter.

Rating at last inspection: Good (Last report published 30 September 2016).

Why we inspected: We inspected the service as part of our inspection schedule for ‘Good’ rated services.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

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