Bluebird Care (Islington) & Bluebird Care (Hackney)

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The service assessed and reviewed people’s needs when care started and when people’s circumstances changed. Care plans were detailed and person-centred. They covered people’s health conditions, how they liked to communicate, their daily routines and what mattered most to them. Care plans and risk assessments were regularly reviewed and updated to make sure information stayed current and care continued to meet people’s needs. for example, one person’s care plan had been reviewed and updated four times over the past two years.

People and relatives told us staff understood their needs well and supported them in the way they preferred. One person told us care workers took time to read and understand a newly diagnosed health condition and the support they needed.

Families and healthcare professionals were involved in assessments and reviews when it was helpful to do so. Before visiting someone, staff could read their care plan and any updates through the electronic care system, so they always arrived prepared and informed. One staff member told us, “We can read care plans on our device and also learn through shadowing experienced carers, or handover notes.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Care plans contained information and guidance based on current best practice, including eating and drinking checklists to help spot any early signs of swallowing difficulties. For example, one person’s care plan included detailed guidance about managing their diabetes safely and avoiding sugary foods and drinks to reduce risks. However, one staff member was not fully aware of the guidance in the care plan related to diabetes care. The provider addressed this following our feedback.

Staff knew to contact healthcare professionals if they had concerns about people’s health or wellbeing. One healthcare professional told us carers were responsive and engaged during joint visits and followed guidance to support swallowing needs safely. Another healthcare professional told us staff were knowledgeable and confident when supporting people with complex needs.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Care plans included guidance for staff supporting people with their needs and care workers received information through care plan updates, handovers and the electronic system.

External health professionals spoke positively about communication with the service. One professional described communication as very good, prompt and efficient, while another said the service worked well with partner organisations involved in people’s care.

When people’s needs changed or staff needed specialist advice, they contacted external professionals appropriately, including GPs, occupational therapists, and speech and language therapists. One relative told us care workers coordinated everything when their family member needed an occupational therapy assessment. This included arranging the visit, assessing needs jointly, ordering equipment and making sure it was delivered, installed and working properly. They said they did not need to do anything; the office and care workers managed the whole process from start to finish.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Care plans included guidance to support people’s health and wellbeing, covering areas such as nutrition, hydration, pressure care, mobility, and social inclusion. Where needed, staff supported people to attend healthcare appointments and follow advice from health professionals.

The service made regular referrals to GPs and physiotherapists when people needed additional clinical support. People and relatives told us staff responded appropriately when people’s needs changed. One relative told us care workers always informed them if they had concerns about their family member’s wellbeing and acted quickly when needed.

People told us staff supported them to stay active and engaged in their local community. For example, relatives told us carers supported people with walks in the park, and community engagement to help maintain their independence and wellbeing.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People and relatives told us staff responded when their needs changed. Managers told us they worked with relatives and healthcare professionals to make sure the right support was arranged. We found evidence of regular referrals and correspondence with health professionals when people needed additional support or their care package needed to change.

One person had experienced significant weight loss and self-neglect before their care package was reviewed. The service worked with a dietitian, a speech and language therapist and social workers to support the person’s nutrition, swallowing needs and daily routines. The person’s weight increased and later stabilised following the increased care package and clinical guidance.

One relative told us their family member receiving end of life care was able to remain at home comfortably with the right support from staff, district nurses and family members. Care records showed staff supported the person with daily monitoring of nutrition, hydration and pressure care to help keep them comfortable at home.

External professionals spoke positively about the outcomes they had seen for people using the service. One external professional told us the provider worked well with them and remained active when people’s care package needed to be reviewed or increased.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff told us they understood the importance of seeking consent before providing support and always explained what they were about to do. One staff member told us, “I explain what I am doing as I go and ask for their consent always.” Care plans included information about people’s preferences, routines and how they wished to receive support. People and their relatives signed care plans to confirm their agreement to the care and support provided.

People and relatives told us staff respected people’s choices and involved them in decisions about their care and support. One relative told us care workers supported their family member in the way they preferred and respected their routines.

The service had a mental capacity policy to support staff when more complex decisions needed to be made. Where a person lacked capacity to make decisions, the service carried out formal mental capacity assessments and best interest decisions in line with the Mental Capacity Act 2005, involving relevant people and professionals.