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Bluebird Care (Andover & Stockbridge) Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 4 December 2019

About the service

Bluebird Care are a large national provider of care and support services to people in their own homes. It operates a franchise model with Belrose Limited, (The provider) managing four of these locations locally one of whom was Bluebird Care Andover and Stockbridge. The support provided included, short term help to recover from illness or following an admission to hospital, daily visits to support with personal care, meal preparation or medicines management, domestic support, companionship and live in care.

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. 71 People were receiving a regulated activity when we inspected.

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

The leadership team had nurtured a culture within the service where there was a focus on the provision of outstanding care to people. There were high levels of satisfaction amongst the staff team and all staff told us they felt valued and their achievements were recognised. The views of people and their relatives remained central to driving forward improvement and service development. There were consistently high levels of engagement with staff to ensure that their views were heard and acted upon. The leadership team used its presence within the heart of the local community to undertake a number of initiatives to help benefit local citizens.

Care and support was tailored to meet people’s individual needs and had made a positive difference to their lives. The service continued to use technology to enhance the service they provided. The support being provided was helping to avoid the risk of isolation and assist people to enjoy their hobbies and interests. Staff demonstrated an understanding of the importance of compassion when caring for people at the end of their life and worked alongside community healthcare professionals to ensure that people had a pain free and dignified death.

Overall people’s medicines were managed safely and the systems in place supported this. There were some areas where improvements could be made in line with best practice standards. The registered manager and provider demonstrated a culture of openness and transparency in relation to safety and to learning from incidents. However, our review of people’s records showed that there had been a number of incident forms which had not been escalated to the registered manager. People told us they felt safe when receiving care. Staff had a positive attitude to reporting concerns. They were confident the registered manager would act upon these. Risks to people, and to the care workers supporting them had been assessed and planned for. Systems were in place to help ensure there were enough staff to provide people with a service that was reliable and safe. Good practice guidance was followed to ensure infection prevention and control processes were implemented.

The provider had robust systems in place to build a team of reliable and competent staff. Staff were extremely positive about their induction and training and the provider was continuously looking for ways to improve the training programme. Healthcare professionals consistently described the service as providing very effective care and the service continued to work collaboratively and seek innovative ways to support people with their healthcare needs. 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 practice. Staff supported people to have access to food and drink of their choice and found solutions to encourage people to eat and drink well.

Everyone told us they were supported by staff who were kind and caring. Staff displayed a genuine desire to enha

Inspection areas

Safe

Good

Updated 4 December 2019

The service was safe.

Details are in our safe findings below.

Effective

Outstanding

Updated 4 December 2019

The service was very effective.

Details are in our effective findings below.

Caring

Good

Updated 4 December 2019

The service was caring.

Details are in our caring findings below.

Responsive

Outstanding

Updated 4 December 2019

The service was exceptionally responsive.

Details are in our responsive findings below.

Well-led

Outstanding

Updated 4 December 2019

The service was exceptionally well-led.

Details are in our well-Led findings below.