Bluebird Care East Suffolk, Great Yarmouth and Lowestoft

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated Outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

There was a visible culture of kindness and respect across all staff which was embedded into day-to-day practice. People were extremely complimentary about the kindness of staff and how they supported them with dignity and respect. People told us staff were not only respectful of them but also of their personal situations, including their pets and individual home environments.

People and their representatives told us, “An honest answer is that I could not manage without any of the staff because they are all so wonderful in different ways.” “They are all kind and empathetic. We don’t feel like they are there to do a job. You feel they genuinely care.” And, “I am happy with everything they do. They treat my [relative] like [they are] their [relative].

Care staff ensured people were treated with respect and their dignity was protected. Care staff were sensitive when supporting with personal care and ensured people remained comfortable throughout. People told us the carers were ‘amazing’ in the way that they did not make them feel awkward or uncomfortable during care delivery. There was a lot of two-way respect between people using the service and care staff. A person’s representative told us, “They are respectful to both my [relatives] and make sure they have their privacy when needed.”

Staff told us that visits and travel time were planned well and the office staff were always very supportive and understanding if staff needed to stay longer than scheduled. A care worker told us, there was always sufficient time allocated to complete clients’ care tasks properly, and that travel time between visits was good. Care staff told us, “Sometimes I’m a bit over as clients like to chat.” They explained the importance of giving people the time they needed, with comments such as, “We might be the only people our clients see all day.”

We saw evidence that care staff consistently did additional ‘little things’ that had a big impact and made a big difference to people’s life and enjoyment. For example, a person told us, “If I run out of anything important, like milk, then the carer will go and get some shopping for me, after [their] shift with me has finished. I have no relatives nearby and do not drive, so I think this is over and above.”

The management team also told us “At Bluebird Care, we feel it is important to recognise special occasions and make our clients feel valued, remembered, and part of our extended family. For each client's birthday, we provide a birthday card from the team at Bluebird Care along with a gift. We try to make the gift as personal as possible by choosing something that reflects the client's interests and hobbies. This could be a puzzle, a book on a favourite subject, a pair of bed socks, or another small gift that we know they will enjoy.”

People and their representatives repeatedly confirmed how it was many of the ‘smaller’ gestures of kindness, that meant the most. For example, a person’s representative told us how ‘delighted’ their relative is when, “Some of the staff bring [relative] a fridge magnet back from their holidays, as [relative] collects them.” We saw in a person’s daily notes that a care worker had spotted a deer in a person’s garden and said, “I took a photo to show [person] and [they were] so happy.” A person’s representative told us, “They do everything in a lovely way, always laughing and smiling.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider had successfully instilled into staff, their philosophy that recognising and valuing people as individuals was a top priority, as was having an embedded culture that consistently promoted personalised care. Staff and the management team knew the people they supported very well and consistently spoke about them with genuine warmth and compassion. Staff were matched to people, as much as possible, so they could share in conversations and common interests.

There was an abundance of evidence that demonstrated how all staff saw people as unique individuals and respected their histories, preferences and aspirations. A person told us, “I am always treated as a person and not a number. They always discuss any changes with me or explain if we are trying a different way to do something.” Another person said, “They know me very well. They know exactly how to care for me and keep me safe. They support me every morning and every night.”

People using the service, their representatives and staff all told us that staff had the time needed to deliver truly person‑centred care. Each visit provided enough time to prevent people from feeling rushed and enabled staff to engage meaningfully, build relationships, and understand what was important to them. This meant people benefitted from meaningful interactions and their emotional wellbeing was promoted, as well as having their physical needs met.

We saw an excellent example of individualised care and support when the provider enabled staff to work closely with a person and their family so they could attend an important family celebration. Recognising the significance of the occasion, the provider and staff worked with the family to plan the support required, including arrangements for a weekend stay away from home. The service provided dedicated support throughout the event, ensuring the person could participate fully, comfortably and safely in all aspects of the celebrations. This approach enabled the person to share a meaningful family milestone, maintain important relationships, and create lasting memories with their loved ones. The provider and staff demonstrated a strong commitment to promoting the person's wishes, independence and quality of life by finding practical solutions to make this special experience possible.

A member of care staff told us, “I also appreciate that I have regular clients, as continuity of care is important for building trust and providing person-centred support. One of my clients was initially very reluctant to have carers because of a previous bad experience. [they] now tell me that I am the highlight of [their] day and that [they] feel comfortable and safe with me. That, to me, reflects the importance of consistency and the high standards of care that Bluebird Care strives to achieve.”

Care plans were very personalised and enabled staff to have a clear understanding of each person and their needs. Care plans not only included information about people’s care needs but also social interests and hobbies, lifestyle preferences and important personal information.

People were asked about gender preferences in respect of the care staff who supported them. Where a preference was stated, this was respected and honoured.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were consistently supported to maintain their independence, make choices and remain in control of their daily lives. A person’s representative told us, “They encourage [relative] to be independent, like in the shower. They explain everything to [relative], but they break it up into bits so they can understand the instructions. The instructions are always very clear for [relative].

We saw many examples of how people were actively involved in maintaining their home environment, because this was still important to them. People also confirmed they were in charge of their care. For example, a person told us, “I am a type 1 diabetic. I take my own insulin and can still do everything myself.”

Care plans provided clear and detailed information regarding what people could do independently and what they needed support with. In some cases, we saw it was the level of support that was particularly important. This demonstrated that staff worked hard to enable people to maintain their independence as much as possible, rather than doing everything for them. For example, people told us, “I will continue to shower myself and cook, but it is comforting that the carers will take over if needed.” And, “I have a [care worker] every morning. They wash me, as I can’t walk. But I like to be as independent as I can be, so I wash what I can then [care worker] washes the rest, like my back.”

Staff also demonstrated a strong commitment to reducing social isolation. People’s choices about how they spent their time was respected and, particularly during companionship calls, care staff supported people to engage in the community and activities of their choice.

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People and their representatives gave overwhelmingly positive feedback about how quickly and effectively staff responded to people’s immediate needs, to help ensure safety, reassurance and continuity of care at all times. A person’s representative told us, “The carers were amazing in a recent crisis, and I cannot fault them for their loyalty and professionalism.” A person using the service told us, “They called an ambulance for me once. They definitely keep me safe and take good care of me.” Another person said, “It’s fabulous, it’s brilliant! They are really good. They are very responsive, particularly if I need care at the last minute.”

The service consistently went above and beyond to respond to immediate needs in a way that prioritised dignity, reassurance and continuity. Staff recognised the importance of familiarity and emotional support alongside clinical responses. This helped ensure that people felt safe, valued and cared for at all times. This culture of responsiveness was embedded across the service and contributed to improved outcomes and experiences for people and their families.

For example, a member of care staff shared how they responded to an urgent request to support a new person who was experiencing significant distress. Although they had not previously met the person, they attended promptly, told us how they took time to build trust, and provide calm reassurance to both the person and their family member. They recognised the importance of taking a compassionate and confident approach to help alleviate anxiety when meeting people for the first time.

This example demonstrated that staff responded promptly and compassionately when people experienced changes in their wellbeing.

The staff member told us how they had remained with the person who was unwell and provided reassurance and practical support. They also liaised with healthcare professionals to ensure appropriate treatment was arranged. They stayed until the person and their family felt reassured and better able to manage the situation.

The care staff member told us, “I know that they were extremely grateful and reassured by having me there so quickly and for staying with them to help. They were scared that [Person] would end up back in hospital and they would have called an ambulance if I hadn't gone in so quickly. My company and I were able to help [Person] greatly and I am very pleased about that.”

In another instance, a care staff member remained with a person following a seizure until they had fully recovered and it was safe to leave, demonstrating a strong commitment to people's safety and wellbeing.

A person’s representative said they had spoken with their relative about the care and support they received and relayed their feedback. They told us, “[Relative] said [they are] very happy with [their] carers and says they are helpful and kind. My [relative] has had times when [their] phone or television hasn't been working properly and they [care staff] have always tried to help with that. When my [relative] hasn't managed to get to the shop, they've helped with shopping. They’ve helped with cleaning, changing and washing bedding, checking items in fridge are within best before/use by dates and checking that medication is being taken. Nothing is too big or too small.”

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

The service demonstrated an exceptional commitment to workforce wellbeing and enablement. Staff felt valued and recognised for their contributions, with achievements celebrated through initiatives such as ‘Carer of the Month’ awards. This recognition helped to promote motivation, pride in work and a positive staff culture.

Care staff told us that rotas were compiled well in advance, which meant they were able to maintain a healthy work/home life balance. A member of care staff told us, “I think it’s a fantastic company to work for. I have my rota normally 2 to 3 weeks in advance which allows me to arrange plans and live my private life as well. There is never ever pressure to cover any calls.”

Other staff gave feedback such as, “I definitely feel fully supported in my job. I have great working relationships with many of my colleagues, including a senior carer, who are always there for me. The office staff and manager are exceptional and very supportive.” “I have worked in the care sector for [many] years, and I can honestly say that the Bluebird Care team is fabulous. Everyone genuinely tries to go above and beyond to provide the best possible care for clients.” And, “I enjoy my time working with Bluebird. The clients are lovely and they often say we are like a family. I can see myself working for Bluebird for a long time.”

The management team shared examples of how they promoted workforce wellbeing and told us, “At Bluebird Care, we like to recognise and appreciate the hard work and dedication of our care team, as well as ensure everyone feels included and kept informed. Each month we nominate a Carer of the Month to recognise outstanding work, dedication, and commitment to providing high-quality care.” And, “At Bluebird Care, we place great importance on supporting our care team not only in their working role but also during times of personal difficulty. We recognise the valuable work our carers do every day and aim to ensure they are fairly rewarded and supported.”

We noted in the monthly risk analysis review how a person using the service had told the management team that they would like to give their care worker a gift of £50 for going above beyond. The management team advised that it was against their policy to receive gifts from people using the service but welcomed the feedback and said they would give the member of staff ‘Carer of the Month’ award them £50 from the service instead.

The management team also told us, “Our management team maintains close and regular communication, ensuring support is available quickly when needed. We want our staff to feel valued, supported, and confident that they are never alone when facing challenges. We also have a Mental Health First Aider who is available and staff are aware they can talk to [them] freely and openly.”