Bluebird Care (Rotherham) Also known as Trinity Carers Limited

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 good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (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.

People received support from consistent staff who knew them well and communicated effectively. Staff tailored day-to-day care and support to meet each person’s individual needs and preferences. They had access to detailed, up-to-date information to guide them on the care and support required for each visit.

Staff understood the importance of person-centred care and supported people to make their own choices. Everyone we spoke with told us they felt very happy with the support they received. Staff demonstrated strong knowledge of people’s needs and wishes. The team worked proactively and creatively to support people’s emotional wellbeing, and we saw high levels of personalisation within care and support.

The provider worked seamlessly with health and social care professionals to respond promptly to people’s changing needs.

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 registered manager had systems in place to ensure people received continuity of care. Staff were assigned to individuals, and people and their relatives confirmed they knew who would attend their calls and that they had regular carers.

The registered manager knew about local support services and made referrals when needed, ensuring people could access the care they required. Staff followed advice from healthcare professionals, and the provider worked effectively with other services to deliver coordinated, joined-up care and ongoing support. One relative said "They are absolutely amazing. Every step of the way they are there, reassuring, supporting. They have become [relatives] family."

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

People and their relatives raised no concerns about how they were supported to receive information. Staff told us peoples individual communication needs were assessed, and care plans were in place to ensure these needs were met. Staff explained they helped people to understand information by discussing it with them in a clear and accessible way, and they sought support from the manager if additional clarification was required.

The provider ensured people received clear, accessible and timely information about their care, rights and the support available to them. This empowered people to make informed choices and participate fully in decision‑making. Staff used a range of communication tools, including easy‑read formats, visual aids and assistive technology, to tailor information to each person’s needs and preferences.

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 service worked in partnership with people and their families, providing opportunities to share experiences and understanding, to learn alongside and from each other's experience.

Support plans were written with the person and their families and included information about their preferences and how they wanted to be cared for and supported. This meant staff knew people well and understood their needs when providing care. The service was passionate about ensuring people were empowered to express their views.

The provider had a complaints policy and there was a system in place to ensure any complaints were investigated and responded to. There had been no recent formal complaints, but where any minor issues or concerns had been raised, these were always acted on and resolved. People told us managers were very approachable and it was easy to get through to the office, should they need to speak to someone.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to attend appointments, should this be required. Staff were aware of barriers people could potentially face, due to their health or disability. The provider promoted people’s human rights.

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 the policies and procedures supported equality, diversity and human rights. Staff told us training in equality and diversity was provided as part of induction to ensure staff had appropriate awareness, skills and knowledge to carry out their role and meet people's diverse needs. There was a fair employment process in place which did not discriminate against the protected characteristics, such as age, gender or disability. One staff member said, “The goal is equity not equality, and this is achieved by providing person centred care, not a one size fits all approach.”

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. Staff worked closely with people to make plans about their future care. Should end of life care be required this was provided in line with the person’s wishes.