Bluebird Care (Gateshead)

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s needs were met through good organisation and delivery.

This service scored 75 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People using the service received highly personalised support that was centred around what mattered most to them. Staff spoke warmly and enthusiastically about the people they supported, describing their personalities, life stories, interests and aspirations before discussing their care needs. A staff member said, “One of my customers shares a passion for Dr Who and we love talking about episodes we have seen and which Doctor we loved. It makes a different connection when you have this information”.

The provider understood the diverse health and care needs of people and their local communities, ensuring care was joined-up, flexible and promoted choice and continuity.

People were supported by a consistent staff team who knew them well and had developed positive, trusting relationships. This enabled staff to understand people's preferences, routines and healthcare needs and provide care in a way that met their individual requirements. A relative said, "The main carer has worked for the company for several years, they are part of our family, they always go the extra mile."

People and their relatives confirmed health concerns were recognised and escalated appropriately when needed. Staff worked alongside healthcare professionals, relatives and other agencies to help ensure people received coordinated care and support. Relevant information was shared effectively to support continuity of care and positive outcomes for people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's communication needs were assessed and clearly reflected in care plans. The provider ensured information could be made available in a variety of formats to meet individual needs and support effective communication.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Regular reviews provided people and their relatives with opportunities to give feedback about the service. Feedback was considered, and actions were implemented where possible to improve people's experience.

The provider had a complaints policy to investigate and resolve complaints. A relative said, “The team are excellent, I would feel happy raising any problems to them”.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Relatives told us staff provided guidance on managing changing needs, arranged referrals when concerns were identified and supported people to attend appointments. Staff also advocated on people's behalf during assessments, ensuring healthcare professionals had a detailed understanding of their needs and enabling people to access the support most appropriate to them.

The provider had effective out-of-hours systems in place, ensuring people, relatives and staff could access support, advice and emergency assistance at any time.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff recognised and respected people's individual differences, ensuring care was tailored to their unique needs, preferences and goals. People received support from staff who knew them well and adapted their approach to provide equitable experiences and achieve outcomes that mattered to them. Systems were in place to promote involvement, communication and partnership working, enabling people and their relatives to remain informed and engaged in care and support decisions.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Staff had completed end-of-life training and understood the importance of approaching these conversations with sensitivity and compassion. The registered manager explained that people led discussions about future wishes and were revisited when appropriate.