Bluebird Care East Suffolk, Great Yarmouth and Lowestoft

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 newly registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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.

Care was consistently delivered in a highly personalised and person-centred way, with a clear focus on building meaningful relationships and understanding what mattered most to each individual. A person using the service told us, “They even check my cat is ok. I like [Care Workers], they are the best. They greet me like I haven’t seen them for years. I love them all.”

A member of care staff told us, “A client loved their cats but ended up in hospital. [Registered Manager] got things sorted, so we fed the cats for the person until they came home.”

Care plans were exceptionally well written, compassionate, and detailed, providing a rich insight into people’s lives, histories and preferences. They included meaningful background information such as previous occupations, significant relationships and, where applicable, information relating to protected characteristics. This ensured staff had a holistic understanding of each individual and could deliver care that truly reflected who they were. A person’s representative told us, “They understand [relative] and know [them] so well. They know [relative]’s dog is extremely important to [relative]. They know [relative] loves milky coffees. They are so friendly and chatty, but they have known [relative] for so long now.”

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.

The service demonstrated a clear understanding of care provision and the importance of continuity and integrated support. People and their representatives consistently highlighted the service’s flexibility and willingness to go beyond expected levels of support.

The management team and staff worked collaboratively with external professionals and partner agencies to achieve consistently positive outcomes for people. Feedback from external professionals was positive and demonstrated collaborative working and a commitment from the service to achieve the best outcomes for people.

A health and social care professional told us, “Communication is always open and constructive, and I have found that we are able to work collaboratively to ensure care packages are tailored to meet each person’s individual needs.” And, “Feedback from service users and their families has been overwhelmingly positive in the cases I have been involved with. Individuals frequently report feeling well supported and valued by their carers. Bluebird staff have demonstrated a commitment to promoting independence, wellbeing, and quality of life.”

Continuity of care was a clear strength, with a small, consistent team of staff supporting each person. This enabled staff to build strong relationships and quickly recognise any changes in people’s needs or wellbeing.

The management team told us, “We always try to make the most of the time we have with our clients, sometimes by combining visits where appropriate to allow for longer periods of meaningful support. This can also include spending time out in the community and sharing meals together where suitable. Overall, we consistently aim to go above and beyond expectations, ensuring that our clients are supported to enjoy life, maintain independence, and continue to take part in the things that matter most to them.”

This was backed up fully by information we saw in people’s care plans and daily notes, as well as from feedback we received from people using the service, their representatives, staff and external professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People using the service and their representatives consistently complimented the service on providing information and keeping them up to date. They said that information they were given was clear, easy to read and informative.

People’s representatives told us, “The ‘app’ gives me so much detail it is like being with my relative.” “They put notes on the ‘app’ every day, which I access every day. So, if [relative] is not so good I can call [relative]. And, “I am provided with thorough notes after each visit, which is reassuring to read, as the carers talk to [relative] about [relative]’s interests and ensure [they] have additional drinks and food prepared, ready for a later time.”

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.

The management team and care staff actively sought feedback to make continuous improvements, based on what was important to people. Feedback from people was acted on and quickly embedded into daily practice.

The service provided various opportunities for people and their representatives to give feedback about their experience of the overall service, as well as the care and support they received. This included regular reviews, visits to people, emails, telephone calls and questionnaires. We saw that feedback was reviewed and evaluated and the outcomes were used to improve the service.

People told us they had a positive experience when raising comments about the service and were involved in changing practice. People’s representatives made comments such as, “Excellent communication at all times, which is great, so that we can share information.” And, “We can always contact someone at the office; all day, every day.”

The provider had a complaints procedure, but very rarely had any formal or informal complaints raised. Where there were any concerns, the management team ensured they captured these and were able to demonstrate where action had been taken to address them, learn lessons and improve the service.

It was stated in the ‘Risk Analysis Review’ that “Complaints are dealt with as soon as the office team are aware. Compliments are shared on the carers group chat also to boost morale. Complaints are brought to the carers’ attention and, if necessary, they are called into the office to discuss.”

A person using the service told us, “We have no complaints and do not expect to make any.” A person’s representative told us, “I have all the necessary numbers and would not hesitate to complain if needed, but at the moment, all is really excellent.” Another representative explained, “I mentioned to [registered manager] that a carer was not interacting with my relative and this was immediately reviewed and sorted.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff and the management team supported people to access healthcare resources when they needed. People’s care plans also contained evidence of regular appointments with healthcare professionals.

People and their representatives made comments such as, “If I need the doctor or dentist the carers help me to get through and even make the call for me sometimes.” “When I was away, they suspected [relative] had a urinary tract infection (UTI). They did all the necessary for that to with the doctor.

The management team also gave examples of how they had supported people to access and attend family gatherings or community events.

We saw in the monthly risk analysis review how a person had been admitted to hospital after a fall. We noted that the registered manager had asked for them to be discharged back home, where the service would support the person with their physiotherapy.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

Staff and the management team ensured people’s disabilities were not a barrier to having fulfilled lives, which included adventures and memorable experiences. The management team told us, “We take great pride in going above and beyond wherever possible to support our clients to live fulfilling and meaningful lives, not just focusing on their care needs but also their personal wishes, interests, and important life events.” This statement was verified by people’s care records, as well as echoed by people using the service, their representatives, staff and external professionals.

For example, a care worker knew a person had a keen interest in tigers but found out they had never been to a zoo or seen a real tiger before. As a result, the care worker and management team worked closely with the person and enabled them to be supported to visit a local zoo.

The management team also told us how, at Easter, people using the service all receive a small bunch of daffodils along with an Easter card. They told us, “We give flowers rather than chocolate as a way of ensuring that all our clients can safely and equally enjoy a seasonal gift, regardless of dietary needs or medical conditions. The cards are handmade by the children of our care team, which adds a lovely personal touch. Our clients absolutely love receiving these cards and knowing that the children have taken the time to create them especially for them.”

The management team also told us, “At Christmas, every client receives a Christmas card from the Bluebird Care team. For clients who do not have family or regular visitors, we also provide a Christmas stocking with a selection of small gifts and treats. On Christmas Day, our carers spend time sharing the festive spirit with clients by pulling Christmas crackers together and sitting with them while they enjoy some form of Christmas dinner. These moments of companionship are often just as important as the practical care we provide. Our clients enjoy the company, and our carers find it incredibly rewarding to be part of making Christmas special for those who may otherwise spend the day alone.”

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.

The management team and staff ensured people were supported sensitively and in line with their choices when they reached the end of their lives. Where required, external professionals also provided support alongside staff to ensure people received appropriate care and support.

A member of staff told us, “The service has made a positive difference to staff, clients and their families. There was a recent event with [a person] who was at end of life. We all pulled together to help each other and the family. The client had their last wishes completed.”

Other staff shared special moments that they were proud of with us, such as, “Finding palliative care for an elderly couple who needed help when the [spouse] needed to go into a home.” And, “Getting clients home where they want to be, for their last wishes and to be surrounded by their own sentimental belongings.”