Bluebird Care (Gateshead)

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 outstanding. At this assessment the rating has remained outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People and relatives provided consistently exceptional feedback about the kindness, compassion and respect shown by staff. A relative commented, “The carers are friendly, they chat about football with my [relative] which they love. The team are friendly, approachable and knowledgeable.”

Staff developed strong, meaningful relationships with people, enabling them to enhance their wellbeing and participate more fully in the activities, relationships and aspirations that mattered most to them. A staff member said, “I absolutely love to browse through their memories of photographs and keepsakes it makes them feel better in more ways than one and you then build up a relationship as if you knew them years ago.”

Staff consistently treated people with dignity and respect, taking time to understand their individual preferences, routines and what was important to them. They supported people to make meaningful choices about their day-to-day lives and adapted their approach to reflect people's wishes and needs. As a result, people experienced care that was highly personalised, empowering and delivered with genuine warmth and compassion, helping them to feel valued, listened to and in control of their support. A staff member said, "I understand how vulnerable people can feel when receiving personal care. I always use towels, flannels, dressing gowns or nightwear to maintain their dignity, privacy and comfort throughout the support I provide."

The provider went beyond people's expected care needs by recognising important milestones and celebrations. People received cards for occasions such as birthdays, Christmas and Easter, which helped foster a strong sense of belonging and reinforced the service's warm, person-centred culture.

People and relatives’ feedback demonstrated a strong person-centred culture across the service, where compassionate relationships were at the heart of care delivery. Staff knew people exceptionally well and consistently went the extra mile to ensure people felt respected, empowered and supported to live fulfilling lives. A relative added, “They are well trained, it’s the way they interact with [relative] and understand their support needs. They give them choices but not too many to overwhelm her”.

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

Staff had an exceptionally detailed understanding of people's individual needs, preferences, routines and life histories. A staff member said, "Understanding their history, preferences, interests and goals helps us provide more personalised care and build positive relationships with them."

Staff described having dedicated time allocated for social interaction with people. This enabled meaningful conversation and relationship-based support tailored to the individual.

Comprehensive assessments and person-centred care plans captured what was important to people and enabled staff to provide highly personalised support.

Staff consistently recognised and responded to subtle changes in people's mood and presentation, adapting their approach to ensure people felt respected, comfortable and in control. A relative told us, "If [relative] is feeling irritable staff will leave and return when they have settled," illustrating how staff knew people exceptionally well and tailored support in a way that respected their wishes and promoted their 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 were encouraged and empowered to maintain their independence by undertaking tasks they were able to do for themselves, such as preparing meals and making choices about their daily activities. A staff member said, “I always ask if the person wants to help me make them lunch, and most do, I will never want to take any part of their independence away from them”.

Staff provided positive encouragement and tailored support, helping people to build confidence and work towards goals they may not previously have thought possible.

The provider embedded people’s rights throughout the organisation, ensuring dignity, choice and independence were central to care delivery. Staff consistently demonstrated these values in practice, supported by robust training, regular spot checks and effective oversight from the management team.

The provider was exceptional in listening to and understanding people's needs, views and wishes. Staff responded to changing needs promptly and took proactive steps to minimise discomfort, concern or distress.

People and their relatives consistently told us staff knew them exceptionally well and responded quickly to changes in their presentation. Staff recognised subtle changes in people's wellbeing and acted proactively to ensure they received the right support at the right time. A staff member said, “Our company believes in continuity of care to our customers and I and many other team members can spot something is not right very quickly and inform management."

The management team placed people's wishes at the heart of care delivery and ensured support was flexible, responsive and tailored to individual circumstances. They shared examples of adapting care at short notice to meet people's immediate needs and prevent concerns from escalating.

For example, the registered manager told us about a person who was experiencing difficulties managing their prescribed medicines independently. Staff quickly identified the concern, worked closely with the person's relatives and reviewed the support package without delay. Additional care calls and extended visit times were introduced, helping the person to maintain their health, wellbeing and independence.

Staff responded quickly to promote people's health and wellbeing. For example, when a person began experiencing increased pain, staff recognised the potential impact on their skin integrity and increased monitoring accordingly. This enabled concerns to be identified and addressed at the earliest opportunity, reducing the likelihood of avoidable deterioration.

A relative described how the provider responded rapidly to an urgent request for support, arranging a care package at very short notice and putting measures in place to meet the person's changing needs. As the person's health needs increased, staff provided additional support with infection prevention, monitored their wellbeing closely, encouraged adequate hydration during a period of illness, and identified concerns regarding medicines management. Working proactively with the person's family and pharmacy, staff introduced additional support to ensure medicines were ordered and administered safely, helping to protect the person's health and wellbeing.

Relatives consistently described the provider as highly responsive and proactive, highlighting how staff advocated on people's behalf and worked collaboratively with health professionals, relatives and other agencies to ensure people received the right support at the right time.

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 placed a strong emphasis on staff wellbeing, recognising its importance in delivering consistently high-quality care. Staff were passionate about their roles and spoke positively about the support they received. They described a positive, inclusive culture where teamwork was encouraged and where they felt valued, listened to and well supported by the registered manager and provider. This contributed to a motivated workforce committed to achieving the best possible outcomes for people. A staff member commented, “This is why I love my job! I love the fact I support everyone to stay happy and safe at home where they want to be with our super team, and we support each other throughout it all”.

The provider invested significantly in staff wellbeing and recognition. The registered manager described a range of initiatives designed to promote wellbeing and recognise their contribution, including wellbeing days, self-care experiences, seasonal gifts and reward schemes.

Staff described a culture of appreciation and recognition. Staff said positive feedback received from people and relatives was shared with them, including personalised thank you cards. Staff told us these gestures made them feel genuinely valued and acknowledged for the difference they made to people's lives.

The provider operated a nationwide awards scheme that celebrated staff who consistently went above and beyond in their roles. This helped to recognise excellence, boost morale and encourage staff to continue delivering high-quality, person-centred care.

Staff members felt comfortable approaching the management team for support and guidance. One staff member commented, “They are approachable and available when staff need advice or guidance. I feel they understand the importance of maintaining good standards of care and supporting staff.”

Staff told us they were encouraged to share ideas, contribute to service improvements and raise concerns without fear of repercussion. They felt their views were valued and acted upon, creating an open and supportive culture where staff could develop professionally and perform at their best. As a result, people benefited from care delivered by a confident, engaged and highly motivated workforce.