Bluestar Care & Support LTD

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. This is the first assessment for this service. This key question has been rated 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. Support plans were detailed and included preferences, routines and communication needs. Staff understood people’s non-verbal cues and adapted their approach as needed. A relative said, “They understand [person] and ask a lot of questions which both me and [other family member] like to hear. They talk to [person] nicely and throughout the support.” Staff said they followed preferred routines and told us of person-centred approaches they used. A professional told us, “Bluestar are good at utilising care and support plans to build a solid understanding of customers’ needs and act upon this knowledge for their provision.”

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. Care was coordinated and delivered in a way that met assessed needs and promoted continuity. Staff worked in partnership with families and professionals to ensure flexibility, such as increasing support hours when required. A relative said, “They were very accommodating when we moved. It has made a difference to [person], given them someone else to focus on, not just me and [another family member].” A professional reported, “The manager handles communication with [organisation] in a timely, efficient manner and promptly provides reports on how sessions went.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and families received information in ways that met their communication needs. The service followed the Accessible Information Standard and adapted materials where required. For example, feedback surveys included pictorial outcomes to allow a person to express their level of satisfaction.

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. Complaints were handled openly and lessons were shared with staff. A relative told us, “They call me to see if I am happy and if I have any problems. They phone quite a few times to check everything is ok.” A staff member said, “When clients give feedback or make complaints, I inform the office or speak to the manager to ensure their needs are better met.” The provider evidenced complaints were used as opportunities to learn and improve practice.

The provider made sure people could access the care, support and treatment they needed when they needed it. Care was accessible and responsive to individual needs. Managers visited people at home when they could not attend the office, and a 24 hour on-call system was in place. Staff received training in equality and diversity and understood how to take people’s religious, cultural or diverse needs into account.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Initial assessments and support plans were in place to reflect cultural and personal preferences, and staff were trained to identify and respond to any discrimination. The provider evidenced adaptations would be made for dietary preferences and religious practices where needed. Staff received training to understand and meet people’s protected characteristics. A staff member said, “Training helped me feel more comfortable supporting a service user who belonged to the LGBTQ+ community.”

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. Future support planning considered people’s goals and wishes. A staff member told us, “We know what people’s choices are and support them to prepare for future care needs.” Although no person was receiving end-of-life care at the time of our inspection, staff had received training in end-of-life care and understood who and how to escalate health deterioration to.