Bluebird Care Clapham and Streatham

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People gave positive feedback about the staff who supported them. A person described their staff member as “excellent,” adding, “I like the people who care for me. I like them as friends.” A family member told us, “[Staff] are caring and supportive; they make [my relative] feel comfortable.”

Supervisions and spot checks were used to monitor staff performance, including how staff interacted with people. This helped ensure people were treated with respect, dignity and care. Management told us that staff demonstrated good communication skills and engaged positively with people, often holding conversations, sharing appropriate humour and offering companionship. These interactions helped to break up the person’s day and provided something meaningful to look forward to during staff visits.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff supported people to go out into the community, offering reassurance and helping them build confidence when doing so. This enabled people to develop positive relationships and reduced the risk of social isolation. For one person, staff were encouraged to choose and watch an appropriate television programme with them, so they could later have a meaningful conversation about it. This approach supported the person’s interests and helped maintain their social and emotional wellbeing.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People said their independence was supported by staff. A person told us, “[Staff] are very courteous and I don’t feel rushed.” A staff member explained, “I ask [people] if they want to do things themselves, like to have a shower, and I wait for them to let me know when they need help.”

The provider placed a strong emphasis on supporting people to make their own choices, including how they wanted their care to be delivered. The management team maintained ongoing contact with people to ensure their preferences were understood, respected and incorporated into their day-to-day support.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us that staff attended their shifts on time. Comments included, “Yes, extremely early, [staff] are punctual. I sometimes wonder if they live outside my door” and “If [staff] are going to be late, someone would ring me.”

The service monitored visit attendance through the electronic log-in and log-out system. Alerts were sent to the office team if a visit had not been attended or if staff were running late. When this occurred, the team contacted both the staff member and the person using the service to check on the situation. Where necessary, a supervisor was deployed to provide cover and ensure the person remained safe.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

The provider was outstanding at promoting staff wellbeing and creating a positive, supportive working culture. Leaders consistently went beyond expected practice, offering personalised support including advice on financial matters and assistance in securing accommodation where possible, helping staff remain in the local area. Staff received an annual pay rise, and the provider acknowledged birthdays and personal events, fostering a strong sense of belonging. An effective Coordinator of the Year, Live-in Carer of the Year and Carer of the Month recognition schemes celebrated outstanding practice and demonstrated the provider’s ongoing commitment to valuing and motivating the workforce. Staff also had access to a counselling service, ensuring they could speak with someone if they required emotional or mental-health support.

The provider demonstrated an exceptional approach to recognising long service. Staff with 6 or more years of service were invited to an annual celebratory lunch. This initiative reflected an exemplary commitment to valuing staff contributions and promoting long-term retention. The service’s efforts were also acknowledged through awards received, including the staff team being named Employer of the Year by the Great British Care Awards, National Winner 2024.