Bluebird Care Exeter & Teignbridge

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 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 100 (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.

The provider’s approach to kindness and compassion was exceptional. Staff consistently demonstrated empathy, respect and understanding, and this had a profound impact on people’s confidence, emotional wellbeing, independence and ability to remain connected with the people and activities that mattered most to them.

Staff also consistently demonstrated exceptional levels of kindness, empathy and compassion, and people told us this had a significant and positive impact on their wellbeing, confidence and daily lives. The provider created a culture in which dignity and emotional connection were central to care, and this was reflected throughout people’s experiences. Relatives shared, “[Bluebird staff] know all about us as a family and our dogs. Their care and compassion extends to our whole family and our dogs. When one dog passed away, the first carer called the team to make sure they all knew. This prevented any careless remarks. I thought this was so special” and “They notice little things like [person’s name] having her hair done, they tell her it looks lovely and always try to make her feel good about herself.”

Several people told us staff had a deep understanding of their routines, communication styles and personal histories, which helped them feel recognised as individuals, rather than tasks to be completed. Staff explained how they sensitively wrote entries in a person’s diary to reduce anxiety and provide reassurance about what was going on, which helped the individual who was living with a learning disability, feel more secure and in control of their day. Another shared, “We are supported to work to the best of our abilities. This means anticipating unstated needs and treat people with respect and kindness, which I do.”

The impact of staff kindness was also evident in the trusting relationships formed. People told us they looked forward to seeing familiar care workers, describing them as “familiar faces they trusted,” which helped reduce loneliness and promoted emotional wellbeing. There were numerous examples of staff going above expected duties in ways that had life‑enhancing impact. For example, people valued the attention to detail. A customer survey had highlighted how important people viewed consistency and continuity. This had resulted in staff having training on recording small details about people’s preferences even down to photographs of what items to leave on a table or walker. One person said, “Very often we just enjoy a conversation. They [staff] never seem rushed. I enjoy our conversations. She even offered to help me pack for my holiday. It’s like they are my family.”

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.

People, relatives and staff shared numerous examples illustrating how protected characteristics such as age, disability, gender identity, religion and culture, were not only respected but actively integrated into care planning. Care plans were highly personalised and detailed, capturing people’s life experiences, backgrounds, routines, and aspirations. They were often written in people’s own words such as “I like care delivered in a calm and respectful way at my pace.” This ensured staff could build meaningful relationships and deliver support in ways that felt familiar, comfortable and genuinely aligned to who the person was.

Feedback from people and their relatives consistently reflected the impact of a personalised approach. People told us they felt valued, listened to and seen as individuals rather than as a set of care needs. Relatives described how staff took time to understand personal routines and preferences, and how this helped maintain dignity, confidence and emotional wellbeing. People were not just involved with care plans, they were central to them, through discussions resulting in changes or additions in a collaborative process. People told us the service had “definitely met their needs,” with several highlighting how the sensitive and individualised support had helped maintain independence, identity and a strong sense of self and empowerment.

The provider’s organisational commitment to equality, inclusion and diversity was evident throughout the service. They said, “We had a belief that if you put your customers and staff first, we could do something really worthwhile.” Staff received clear guidance and support to work in inclusive, person‑centred ways and were empowered to challenge assumptions, adapt care approaches and ensure every interaction respected the individual. Leaders modelled best practice, were trained in equality and inclusion to a high level and responded promptly to emerging needs, ensuring systems and documents evolved to meet the needs of the diverse community they supported.

External professionals praised the work of managers and staff in providing personalised care. Their comments included, “We have found Bluebird to be responsive and professional in their support. Communication is good and timely, which helps ensure continuity of care and quick resolution of any issues or queries. Recently, we received positive feedback from a patient who felt well supported in their care. A key part of this positive experience was the night sit service provided by Bluebird, which the patient found reassuring and beneficial.Overall, our experience of working with Bluebird has been positive, and we value the collaborative approach they bring to supporting patients”.

People felt nurtured and were supported to experience opportunities which helped them thrive and had a positive impact on the quality of their lives. For example, care workers supported people to visit places which were important and meaningful to them. Some people had enjoyed attending Bluebird events including a cowboy themed party and 80th VE Day celebration.

The provider supported people to celebrate important events, birthdays and personal milestones. They created bespoke birthday cards celebrating people’s individuality, cakes which met people’s dietary needs and arranged special events, such as trips out.

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

The provider actively sought ways to enhance people’s independence. The provider supported people with varied life experiences, and staff understood how important it was for each person to maintain independence and control in daily life. For example, encouraging and enabling people to continue to attend community clubs independently. Staff found creative ways to ensure this was possible for people, even those living with dementia, by practicing routes, liaising with the club and devising clear risk assessments to promote success for people.

One relative told us, “[Person’s name] is 96. He lives at home and would not be able to stay at home without their [Bluebird] support. When there is a new carer, I know a senior carer has provided induction for them at my father’s house so they can cook to his standards.” People said, “I get around in wheelchair. They respect that I like to be as independent as possible and encourage me to use my well adapted home and equipment to prepare my own food and take showers. They know keeping my independence keeps me well” and “I’m 97. They do things I can’t do, even open my jars. I set things aside for them to do and they don’t do things I can do.” Staff took time to understand people’s wishes but also encouraged people to try and maintain their own independence and supported them in a respectful way.

Professionals told us they thought the staff and managers promoted choice and independence. Comments from an occupational therapist said, “I have observed that care staff demonstrate a good understanding of service users’ functional needs, including mobility, safety, whilst promoting independence, and they are proactive in raising concerns or seeking advice where appropriate. This collaborative approach has contributed positively to achieving outcomes for individuals, supporting them to remain safe and as independent as possible within their own homes.” A social worker said, “I have recently worked with Bluebird Exeter [ Careand Teignbridgeand I have found them to be co-operative, proactive and responsive with any concerns that may arise for a client and their care package.”

Care plans were person-centred and included information about people’s abilities, preferences and what was important to them. Staff worked with people to understand how they wanted their care to be delivered. The use of technology enable care offered by Bluebird had already been successful in enabling one person to live on their own with remote monitoring providing reassurance. Analysis of the data showed the person not moving around the home much or using the kettle regularly so daily visits by Bluebird were added to prompt and support with fluid intake. The registered manager and provider said this approach enabled people to maintain their independence for as long as possible.

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.

The provider responded promptly when people’s circumstances changed. People, relatives and staff gave examples showing staff acted in a timely and caring way to ensure support was adjusted when needed, often pre-empting issues. People were supported by a consistent team who knew them well. Relatives said this helped staff quickly notice changes in people’s health or wellbeing, which made people feel safe and reassured.

Care packages were flexible and adjusted when people’s needs changed, helping prevent issues from escalating. A dedicated office team following consistent processes ensured all communication was recorded and well managed. Staff followed clear escalation procedures, communicated with senior staff and external professionals, and ensured timely responses to urgent situations. Following a person’s fall at home, a relative commented, “The wonderful ladies [staff] were already at mum’s when I arrived and had leapt into action. They were talking to the ambulance service and providing comfort and reassurance. They were complimented by the ambulance crew for their quick thinking to stop bleeding. They even gave me a hug.”

Leaders reviewed support regularly and adapted visit times or levels of care in line with people’s preferences. This had also been supported by the technology enabled care service which identified any changes in activity patterns for some people. One person told us their visit times had been adjusted when their health fluctuated, reflecting the provider’s commitment to maintaining independence while delivering responsive care.

The service worked closely with the hospital urgent community response team and the care team helped to enable people to go home as soon as possible while ongoing care packages were organised.

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.

Staff wellbeing was at the heart of the provider’s caring culture, and this had a direct, positive impact on the kindness, compassion and consistency people experienced. Staff repeatedly told us they felt highly valued, supported and appreciated. The in-house training academy promoted the ‘Bluebird Community’ from the start, including a celebration lunch on the final day of induction training.

Staff were celebrated with long service awards at ‘I love what you do’ events. They were valued, for example having opportunities to share their knowledge in training programmes. All meetings started with an emotional check in. Staff told us, “I love it, I am fortunate to have them as my employer. They go out of their way to support me, there is always someone”, “My experience is no less than excellent. They are amazing people to work with, an outstanding company. I was supported with a health issue and now am stepping up to a senior role.”

Mentoring for new recruits helped ensure they did not feel isolated in their first weeks. New staff were supported through shadowing and mentoring, helping them feel reassured and competent from the outset. Staff told us this level of support helped them provide calm, confident and compassionate care to people. One staff member said, “When I shadowed another carer they had such an impact on me, ensuring I was ready to go it alone. They were an inspiration.” The induction week welcomed staff with the comment, ‘Staff IDs are taken with this proviso - feel free to smile’. There was a staff discount card and health benefit scheme. A recent display screen equipment assessment had resulted in new chairsfor staff in the office.

Staff ethos of supporting each other included the wider community and a chosen company charity. Staff took part in charity events and promoting care as a career in the community. Staff drop in sessions had been offered in the past, but staff had felt they were well supported. They received daily well-being check ins using their preferred communication methods.

These examples demonstrated how the provider’s dedication to workforce wellbeing created a team that felt respected, valued and emotionally supported. This directly helped staff truly provide consistent person-centred care to people using the service.