Background to this inspection
Updated
23 July 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
This 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.
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 four days’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 2 July 2019 and ended on 4 July 2019. We visited the office location on 4 July 2019.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from a local authority professional who works with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with five people who used the service and five relatives about their experience of the care provided. We spoke with one health and social care professional. We spoke with seven members of staff including the provider, registered manager, care manager, care coordinator and care workers.
We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
23 July 2019
About the service
Bluebird Care (Rother & Hastings) is a domiciliary care agency providing personal care to older people, people with physical disabilities and people living with dementia. At the time of the inspection the service was supporting 20 people with personal 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.
People’s experience of using this service and what we found
People were supported by staff who knew them well and understood their needs. One person’s relative said, “The calibre of the carers is very good indeed. They are attentive, caring and cheerful.” Another person’s relative said, “They all very polite and friendly. They are very efficient and kind. We are glad we chose Bluebird.”
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. People were supported to be as independent as they were able to be. People told us their homes and belongings were respected by staff, and their privacy and dignity protected.
People received personalised care. Staff knew people’s care needs but also their interests and hobbies. People’s needs were assessed before they started using the service and regularly reviewed. When people needed support about eating and drinking, accessing the community or taking their medicines, this was provided safely.
Risks to people’s safety and well-being were addressed and monitored, with ways to reduce the risk identified and put in place. People were supported to live healthier lives, with staff supporting and contacting health care professionals when needed. Staff worked in partnership with other professionals to ensure people received the right support.
People told us they did not feel rushed during their care visits. There were enough staff to meet people’s needs. Staff were trained to meet the needs of people using the service, including when people had specialist needs, such as epilepsy. Staff were recruited using safe recruitment processes.
The service was well-led. The provider and registered manager led a positive and person-centred service. People told us they could speak to the office when they wanted to and were confident to make a complaint if needed. Staff felt well supported by the management team and their hard work was recognised and rewarded. A quality assurance framework supported the registered manager to identify and address areas for further improvement.
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 requires improvement (published 7 September 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.