Bluebird Care Sunderland

Updated 5 December 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own home.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or a manager would be in the office to support the inspection.

What we did before the inspection

We reviewed the information we held about the service. This included any statutory notifications received. Statutory notifications are specific pieces of information about events, which the provider is required to send to us by law. We contacted professionals in local authority commissioning teams and safeguarding teams. We did not request the provider to complete a Provider Information Return. This is information providers are required to send us with key information about the service, what it does well and improvements they plan to make. We took this into account in making our judgements in this report. We used all of this information to plan our inspection.

During the inspection

Inspection site visit activity started on 6 November 2019 and ended on 13 November 2019. We visited the office location on 6 November 2019 to review records relating to the running of the service, such as medicine records, complaints and training records. We contacted people, relatives and staff with prior permission, on 8 and 13 November 2019.

We spoke with one person who used the service, two relatives. We spoke with eight members of staff including the director, registered manager, supervisor, co-ordinator and four care staff.

We reviewed two people's care and medication records. Also records relating to the management of the service including staff recruitment, training and governance.

Updated 5 December 2019

About the service

Bluebird Care (Sunderland) is a domiciliary care agency providing personal care and support to people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of inspection 36 people were receiving personal care.

People’s experience of using this service and what we found

People and relatives praised the quality of care and support provided. The management team had a clear vision of providing great care and support, enabling people to remain independent and in their homes.

The provider had processes in place to minimise the risk of abuse and harm. Staff had completed safeguarding training and were aware of how to raise concerns. Individual and environmental risks were identified and managed. Procedures were in place to ensure people received ongoing care and support in the event of an emergency.

The service continued to operate a thorough recruitment process. Staff had the appropriate training and experience to support people safely. The service sought specialist training from healthcare professionals when people had a specific condition or care need. The registered manager conducted regular observations of practise and competency. Staff told us they were supported to develop and received supervisions and appraisals.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this.

The service embraced technology and it was used to improve the quality of care and support. The system was used throughout the service including the recording of interactions with people and administration of medicines. People received their medicines as prescribed.

Care plans were personalised and clearly outlined people’s care and support needs. Staff were responsive in advising the office team about changes in people’s needs.

People were treated with respect and dignity. People and relatives told us the service was flexible and responsive to their needs.

The service worked in partnerships with healthcare professionals to ensure people received joined up care. Staff supported people to access the community. The service recognised isolation can have an impact on people’s wellbeing and worked with local organisations to support people to have positive outcomes.

The registered manager constantly reflected on the service provided. Information was gathered from a range of sources and reviewed to identify any trends with lessons learnt cascaded to staff.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 4 May 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.