Bluebird Care East Suffolk, Great Yarmouth and Lowestoft

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. This is the first assessment for this newly registered service. This key question has been rated Outstanding. This meant service leadership was exceptional and distinctive. Leaders and the culture they created drove and improved high-quality, person-centred care.

This service scored 93 (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 had a very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities.

The management team and staff ‘lived’ the provider’s vision and values and prided themselves on consistently providing good outcomes for people. The provider values were ‘kindness and compassion’, together with ‘providing highly trained and trusted care and support for all needs, from companionship through to complex health requirements’.

One of their key statements, which we saw was truly embedded throughout the service was, “Our energy and happy disposition deliver laughter, whilst our enthusiasm for life allows your family member to be themselves, safe in the comfort of their own home for longer.”

The provider and management team were very selective with their recruitment, and it was a requirement from the outset that staff embraced and lived the provider’s values. As a result, people using the service, representatives, staff and external professionals gave overwhelmingly positive feedback about the quality of the service, the staff and the overall culture.

People and their representatives made comments such as, “The office is well run. They always respond to emails and are very flexible if there’s a change to the care at all.” “[Registered Manager] is good and has a flexible approach to care. They have lots of information online and I can see all of the carers notes at any time.” And, “Having used other providers, these are definitely the best. I would recommend them to anyone. They excel at being reliable.”

Staff said they were very proud to work at the service and gave feedback such as, “I have recommended this place of work to several people I know and a few of them are working for the company now and are very happy. I will continue to recommend Bluebird Care.” And, “I have recommended Bluebird as a care provider to some of my family and friends and I will continue to do so.”

The management team said they frequently sought feedback from people and also told us, “At Bluebird Care, we are very proud of the feedback we receive from our clients and their families. We currently hold a 9.8 rating on Homecare.co.uk, which is something we are extremely proud of. This feedback is always shared with the team so that everyone can see the positive impact of their hard work.”

The provider had exceptionally inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They always did so with integrity, openness and honesty.

The registered manager exhibited strong leadership skills and excelled within the organisation to achieve consistently high standards. The management team and staff also understood their responsibilities relating to the duty of candour. They were open and transparent and had a passion for providing the best support possible.

The nominated individual was also actively involved in the day-to-day running of the service and worked effectively with the management team and staff.

The management team also created an inclusive and highly supportive environment where staff were enabled to provide compassionate, responsive and effective care. The management team did this through being open to working in different ways, having clear and high expectations on the quality of care their staff delivered.

Staff made comments such as, “[Registered Manager] is the type of Manager that "fights" for our clients’ rights. [Registered Manager] sees each and every client like family. [Registered Manager] is the manager I would go to, even with a personal problem, [they] know how to listen.” “[Registered Manager] as a manager goes above and beyond and encourages people to develop their skills, not only for Bluebird but for themselves as well.” And, “The registered care manager is such a kind compassionate person. I would honestly recommend bluebird care to anyone. I’ve always said that you hear such bad cases on social media regarding care, but I can honestly say I’ve never felt more comfortable or proud to be working for this company.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

Staff told us they were comfortable speaking up and felt their views and opinions would be listened to and respected. They understood the whistleblowing policy and procedures and knew how to escalate their concerns should they need to.

A member of staff told us, “I expressed my concerns at one stage about travel time and travel time has been very good ever since. We have plenty of time to get from client to client.”

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

The service promoted an inclusive working environment where staff felt respected, valued, and supported in their roles. Feedback from staff reflected a positive culture in which individuality was recognised and contributions were appreciated. A member of staff member told us, “I feel recognised and listened to.”

The provider and management team fostered a culture of fairness and inclusion, which ensured staff were treated equally and had access to the support they needed to carry out their roles effectively. Open communication and supportive management helped to create an environment where staff felt able to be themselves and contribute to the ongoing development of the service.

The service placed a large emphasis on teamwork and strong working relationships, which further supported inclusion and enabled staff from different backgrounds and experiences to work together effectively. This helped ensure a stable and motivated workforce, which in turn contributed to positive outcomes for people using the service.

The management team told us, “We hold regular staff meetings, both face to face and via Microsoft Teams, to ensure all staff have the opportunity to take part, regardless of shift patterns, working hours, or personal commitments such as school holidays or days off. Minutes from all meetings are circulated by email afterwards so that anyone who is unable to attend can still stay fully informed and up to date. This approach helps us maintain open communication, ensure consistency across the service, and make sure every member of the team feels included and valued.”

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver high-quality, sustainable care, treatment and support. They always acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The provider and management team had established a culture of continuous improvement and learning, supported by highly effective governance systems to monitor, assess, and continually improve the quality and sustainability of the service. This ensured the service remained sustainable, responsive, and consistently delivered high-quality, person-centred care.

A comprehensive programme of audits was used to provide robust oversight, including a monthly risk review analysis, which reviewed the quality of whole service. The provider and management team actively invited regular inspections and audits of the service by external professionals, in order to further ensure any issues were identified and addressed quickly and effectively.

The management team also carried out regular quality assurance visits and spot checks during care visits. These provided further opportunities for people using the service to share any issues or concerns they had with their support. It also provided opportunities for the management team to observe the relationships between staff and people receiving care and support. This approach not only demonstrated that people were genuinely at the heart of monitoring the quality of their care but also ensured that leaders of the service were visible and easily contactable. This collaborative approach led to better outcomes for people, as they were actively involved in the everyday decisions about their care packages and the service as a whole.

People using the service told us, “I would recommend the company and have done to friends.” “I have told all my friends how happy and well cared for I am and some are now with Bluebird Care.” And, “Nothing to add, except that the whole company are just excellent!”

A member of staff told us, “[Registered Manager] as a manager I have never experienced before. [They are] so supportive even if [they aren’t] at work or on call, [they are] available 24/7 not just to us as carers, but also for the clients too. I work on call and [Registered Manager] is my go-to person if I need any help or advice. They do actually care about their staff and clients. They even come out and about on visits.”

Overall, there was strong oversight and accountability at all levels of the organisation. The active involvement of the nominated individual, alongside the registered manager, in quality assurance processes, supported consistent standards and demonstrated a clear commitment to maintaining high-quality care. Findings from audits were used constructively to drive improvement and sustain positive outcomes for people.

The provider clearly understood and carried out their duty to collaborate and worked in partnership, and services worked seamlessly for people. They always shared information and learning with partners and collaborated for improvement.

Staff and management had built strong community partnerships which improved outcomes for people. Feedback from external professionals was extremely positive. An external professional told us, “My experience of working with Bluebird Care has consistently been positive. I regularly liaise with [registered manager] and have found [them] to be professional, responsive and committed to achieving positive outcomes for the individuals we jointly support.”

This person added, “Key strengths I have observed include: Effective partnership working with health and social care professionals. Good communication with service users, families, and multidisciplinary teams. A person-centred approach to care, with a clear focus on individual needs and preferences. Care staff who are compassionate, reliable, and willing to go above and beyond to support the people they care for. Proactive identification of concerns or changes in a person's circumstances, with prompt communication to relevant professionals. Realistic and honest discussions regarding service capacity and the support they are able to provide, which helps ensure safe and sustainable care arrangements. Based on my experience, Bluebird Care provides a responsive and person-centred service and is a valued partner in supporting adults within the community.”

The provider had a strong focus on continuous learning, innovation and improvement across the organisation and local system. They always encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

The provider, management team and staff demonstrated an exceptional commitment to learning, innovation and continuous improvement. There was clear evidence of reflective practice within the service. The provider and management team regularly analysed the care and support provided, identifying what worked well and where improvements could be made. Learning from experience was embedded into practice, enabling the service to continuously refine and enhance the care delivered. This strong focus on learning and innovation ensured the service remained forward-thinking, responsive, and committed to delivering consistently high standards of personalised care.

There was a strong culture of continuous professional development, with staff actively supported to develop and enhance their skills through ongoing training, reflective practice and open, transparent discussions.

An external professional told us, “The Registered Manager has shown a consistently positive and proactive approach to workforce development. [Registered Manager] engages openly with support, reflects on challenges, and explores practical solutions – such as introducing a ‘Cycle to Work’ scheme to address staff transport barriers.”

“A strong focus on staff learning and development runs through all discussions. [Registered Manager] regularly highlights training, qualifications and development opportunities within the organisation, including links with [a workforce initiative project], to strengthen workforce growth. Registered Manager also recognises that celebrating homecare staff achievements can be limited in the sector. After discussing this, [Registered Manager] acted on information shared about [an initiative to celebrate adult social care staff, volunteers, and projects that go above and beyond.] and submitted both a team and care coordinator nomination. Overall, [registered manager] demonstrates clear commitment to staff development, recognition and continuous improvement.”