Background to this inspection
Updated
19 November 2022
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 Health and Social Care Act 2008.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing.
Registered Manager
This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.
At the time of our inspection there was a registered manager in post.
Notice of inspection
This inspection was unannounced.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with six people and three relatives about their experience of the care provided from the service. We spoke with five members of staff including the registered manager, deputy manager, care coordinator and care workers. We reviewed records relating to the management of safeguarding, staffing rota systems and daily meeting records.
After the inspection
We continued to seek clarification from the provider to validate evidence found.
Updated
19 November 2022
About the service
L & N Services Ltd t/a Bluebird Care (York) York is a domiciliary care service that was providing personal care to 39 people.
People's experience of using this service
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People received safe care and support because systems and processes in place ensured any risks were safely managed by staff, and their needs met with minimal restrictions in place. Staff had received training and clear guidance was followed to help people to understand how to remain safe from avoidable harm and abuse.
People and their relatives told us they were happy with the service provided. Staff understood the importance of providing person-centred care and had developed positive relationships with people.
Medicines were managed and administered safely. Records confirmed people had received their medicines as prescribed.
People were involved in their care planning. Records were person-centred and evaluated consistently. Where agreed outcomes were not achieved, amendments were made with people's input.
Staff received appropriate induction, training, and support and applied learning effectively in line with best practice. This led to good outcomes for people and supported a good quality of life.
Staff were friendly and polite. Staff took time to get to know people. They had a clear understanding of, and how to support, people's individual and diverse needs.
People and their relatives told us they were confident if they had any complaints the registered manager would address them appropriately.
People knew the manager and told us they trusted them. Staff told us the registered manager was supportive and approachable.
The provider completed oversight and the nominated individual told us they were setting up associated records to ensure quality assurance remained a priority and was effective in maintaining standards and driving improvements.
For more details, please see the full report which is on CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good, (published 25 July 2018).
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.