Bluebird Care Exeter & Teignbridge

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 Outstanding.

This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 96 (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 making 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.

People were supported to genuinely express their wishes and preferences. These were always placed at the centre of their care and support, and this was reflected in detailed care planning. Managers and staff took their time to get to know people and found innovative ways for them to express their preferences. For example, they saw beyond the task and spoke to one family about helping a person unpack from moving house as it was affecting their mental health.

The provider was able to share multiple examples of individual support by empathetic care workers who understood and valued people’s individual preferences. For example, staff supported people to replace unsuitable clothing. One person had support in bed and Bluebird staff organised equipment and hospital transport to enable them to attend their husband’s funeral. Another person enjoyed going to a bottle bank, so staff collected bottles for them to recycle.

People and their relatives told us their needs were well met, and they felt cared for in a person- centred way. They said, “I meet amazing carers who go above and beyond to give the help and support I need to live my life the way I want it. They help with things I can’t do so I can focus on things I can do” and “They follow my preferred routines when they are helping me and they make sure they listen. They know me well and how I like things done.”

The provider gave us examples of people who they cared for who had improved in health or mobility. One young person who had unexpectedly required support spoke about how the care workers helped them believe in themselves again, “The care and support is second to none, it really feels you are looked after by friends who know you.”

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider proactively identified challenges and worked in partnership with others to overcome these. Managers coordinated discharges from hospitals and care homes. They worked with other professionals to ensure people’s voice was central to decision making underpinned by a participation pledge. For example, one social worker told us, “A case we have been working on together has been particularly challenging. A couple have already had 3 other care agencies hand back the care due to issues. In an effort to support the couple, Bluebird have pulled out all the stops to work together with the couple, their family and social care. Bluebird requested and attended a meeting at the couple’s home with family and social care. Their staff conducted themselves in a professional and positive way throughout a very long challenging meeting. The result is a continuation of support so the couple can remain at home.”

External professionals explained joined up working and continuity of care helped to improve the quality of people’s lives. Occupational therapists said their recommendations were implemented in a complex care package, hospital doctors praised the quality of handover information, while paramedics complimented staff on their response to an emergency. A social worker also told us, “As a social worker, I have felt supported by Bluebird and working with them has been a pleasure.”

People using the service were supported by the same familiar care workers and managers. Each person had a dedicated manager who they could liaise with to discuss their care. People knew their managers and said they checked on them regularly. A relative explained, "They are very empathetic, they listen to everything you say about changes to her care and support needs. They take time to go through each change, so after a hospital stay for example. Everyone is really nice and approachable; the managers and co-ordinators are the same.” Managers explained people received visits, phone calls and took part in reviews with a manager/senior staff members who they were familiar with.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service was proactive in keeping people updated. The provider was visible on social media and ensured the website was regularly refreshed with relevant information, helping people understand the organisation’s values and the different activities and support available. Both people and relatives said this availability and openness helped them feel connected and reassured.

People were meaningfully involved in the service’s communications. With consent, stories and achievements were shared publicly, promoting pride and recognition. A monthly newsletter ‘Community News’ shared information from the provider about services, new partnerships in the community, introducing the new Specialist Complex Care service and recently a video about how technology enabled care had benefited people.

The registered manager/Head of Care told us it was important for Bluebird to promote good care and show the community what it meant to have care at home and what that looked like. They told us, “Our Community Engagement and Operational Team attend events, hold stands and support other local businesses to offer services and support to the wider communities. This will include information sharing to any passers-by, to allow them to understand what care at home is - this isn’t just for care seekers but to bring further awareness. We will engage in charity events and sponsorships. This includes regular slots at [local shops and markets] to name a few. Our team building day at the beach got a lot of attention and we spoke to many members of the public about what we do.”

The initial information package for new customers was comprehensive and included the care plan and what to expect from Bluebird Care. The ‘Bluebird Care NEW Devon’s guide to local resources’ was useful for people to find local recommendations. Staff gave many examples of how they had helped people in a holistic way such as helping sort out a phone, helping people to pack a suitcase and helping them source a tradesperson.

In addition to information sharing, staff supported people to learn, adapt and build new skills helping them access different services and experiences that might otherwise be difficult. For example, staff learnt total communication (training that teaches how to use verbal and non-verbal communication methods) andput this into practice with one person to help regulate their feelings. This demonstrated how staff supported people to continue to build new skills to improve their access to information. Information sharing also extended to helping families understand people’s conditions such as dementia and learning disability.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

The provider, underpinned by their participation pledge, demonstrated a clear commitment to listening to people and actively involving them in decisions about their care. The provider advocated strongly for people’s autonomy and ensured they were empowered and supported to make informed choices about their care.

A home care directory website review stated, “This is not a one size fits all company, they really take time to listen and understand the person. Kind, flexible and totally professional.” People experienced better outcomes because their views directly shaped the way care was delivered, helping ensure the service remained personalised, effective, and focused on what mattered most to them.

The provider had a clear complaints policy and compliments procedures. Feedback was regularly shared with staff. The registered manager told us no formal complaints had been received recently, and people and their relatives confirmed they had not needed to raise concerns. Everyone we spoke with knew how to raise a complaint and felt confident any issues would be dealt with promptly. People and relatives told us, “I am fully involved through access to detailed care notes for each visit. The office ring me with updates about any changes. I can contact the office at any time”, “I did have one occasion where I raised a concern. Bluebird were very responsive and listened. They helped me also to communicate more effectively” and “They always respond positively and promptly, like when my brother stays and we don’t need so much support.”

The provider sought feedback regularly through surveys for people, relatives, staff and professionals. Their analysis showed a consistently high level of satisfaction, with the most recent review showing 100% positive responses. Feedback was also gathered through face‑to‑face conversations, telephone calls and reviews. The recent survey action plan was shared with people, entitled ‘You Said, We Did’. It highlighted a need to address inconsistency in communication. As a result, additionaloffice staff were recruited and trained in a thorough process which was then analysed and resulted in an increase in outbound calls from the office.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

The provider recognised the challenges people often faced when searching for a suitable care service and took steps to make the process as accessible and reassuring as possible. There was a dedicated Customer On-Boarding Team and people were contacted very quickly for an assessment using thorough information gathering processes. Before making any final decisions, people and their families had the opportunity to ask questions, share their expectations and understand how the service could meet their needs.

To support ongoing access to information, the provider ensured all clients had free access to an online client portal, introduced during the initial care planning process. Through the portal, people could view their care package notes, task lists and rota, helping them stay informed and engaged in their care. For those who preferred not to use digital systems, or were unable to use them, the provider ensured equally comprehensive access thorough high-quality paper records, tailored to the person’s communication needs. Leaders routinely checked people remained fully involved and the format continued to work for them. This meant no one was disadvantaged due to digital literacy, disability or personal preference.

With the introduction of the Complex Care Team, staff were able to access quick advice and information relating to anyone having a clinical issue. This enabled care and support to be tailored for clinical situations and speed up access to care for anyone receiving the service. Across all interactions, we were told staff were professional and shared relevant information promptly and communicated effectively with both people, their families and healthcare professionals.

The provider supported people to attend clubs, have trips, outings and holidays away from home where people received live in care. They carefully planned these events, ensuring people could access transport and the venues, making sure people had access to toilets, medicines and their care needs could be met whilst away from home. Managers carried out comprehensive risk assessments and discussed these with people to make sure their wishes were central to decisions about the arrangements.

The provider made sure people felt able to access managers when they needed. They provided a 24 hour on-call service. Managers carried out assessments at the weekends and out of hours if this was the time people or their relatives wanted and needed.

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.

The provider ensured equity in experiences and outcomes. Managers assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their relatives to make sure they experienced equity and good outcomes.

Staff undertook bespoke training to understand about the specific needs of people who they cared for and supported, in addition to training centred around equality and diversity. The provider ensured people’s preferred pronouns were recorded and used by staff.

Many people being supported by the agency were living with dementia. The provider recognised the impact of this for people and their families. They ensured care plans were centred around people’s individual needs. Staff took time to get to know people well and to support them with things that were important for them. The provider offered guidance and support for families.

The provider celebrated different religious festivals and special events, supporting people with their individual needs. One person showed us photographs of their recent Pride march with their care worker.

The provider demonstrated an exceptional commitment to supporting people and their families when planning for future and end‑of‑life care. Families spoke with deep appreciation about the compassion, urgency and understanding shown by the provider during extremely difficult times.

People and relatives said, “We really have appreciated your visits and excellent care. He was so well looked after with compassion, professionalism and good humour- amazing. It meant we were able to keep him at home where he, and we most wanted him to be” and “Both carers were really excellent to work alongside.” They also said thank you for the cards of condolence and kind words from Bluebird.

Meeting people’s needs was at the heart of the provider’s approach and followed a comprehensive end of life policy and death of a customerprocess. This included links to other resources including end of life care in the LGBT community. Over the years, they had developed sensitive and compassionate end‑of‑life care. Staff demonstrated a great ability to adapt care as needs changed and to ensure people were treated with dignity, respect and kindness at every stage.

Bluebird had partnered with a local crematorium to be able to signpost and give advice to people and relatives. The crematorium manager commented, “We chose Bluebird due to their strong reputation for professionalism, compassion and high standards of care.” The service had also partnered with a local will writing company who were able to visit people in their own homes. They said, “We see this as a working relationship that puts the client first.” Bluebird were also partners with a local funeral director who was able to visit people for support in their own homes. The funeral director manager said, “The impact has been a better understanding of the care sector and excellent service that Bluebird bring.” This enabled Bluebird to offer practical support and advice for people in a time of need.

Care plans clearly showed people’s wishes for end of life. People had the information about resuscitation decisions and treatment escalation plans (TEP). Any legal power of attorney information was recorded, kept and reviewed so it was up to date. Staff were all trained in end of life care and worked closely with the hospital palliative care team, especially when providing support through their emergency care packages. The registered manager said, “If we become aware of our customer’s funeral arrangement and have received an invite from family members, we ask any staff if they would like to attend. We recently managed to relieve 8 members of staff to attend a customer’s funeral, whom everyone had been very fond of.”