Bluebird Care (East Hertfordshire)

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 service met people’s needs. At the previous inspection, this key question was rated requires improvement. At the current assessment, the service has improved and is rated 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.

People received person centred care that was responsive when their needs changed. Staff were able to describe what person-centred care was and how they were providing an individualised care service based on people’s choices and preferences. A person told us, “I can rely on the staff to support me with all the little things that are important to me. When they did my assessment, they asked many questions about what I like, for example, a shower or body wash. The staff always ask what would you like help with today.” People told us they were able to choose what time they wanted their care provided and their preference in relation to gender care. They said they felt fully involved in their care and their wishes mattered and were considered.

People who used the service were cared for by a small team of care staff who they knew well. A person told us, “I like all my care staff, but of course some you get on better than others. You have more in common but that does not mean they do not do a good job.” Staff told us how they valued the consistency of caring for a small group of people. A family member told us, “Consistency is important. [Name] likes the same people coming in and they have got to know exactly what needs to be done.” A staff member told us, “We can really get to know the people we support. We work in partnership with other services which supports a more holistic and joined up approach, as opposed to working in isolation.”

People told us they were given information on a variety of topics. In addition, there was a quarterly newsletter that informed people about any changes or updates in the service. People’s individual communication needs were considered to make sure that they received information in their preferred formats. This included use of an interpreter, documents available in Braille or other accessible communication methods. Staff were aware of people’s preferred communication methods and where required specialist training was available.

People felt their views were considered and respected. There was a robust complaints procedure in place. Verbal and written complaints were recorded, investigated and responded to. Any learning from complaints was shared with office and care staff People and nominated family members were involved in the assessment process and risk reviews. Family were asked for the views about the quality of care and had a good rapport with the office staff. A family member told us, “They are very good at keeping us informed and reporting things to the office staff, so that everyone is aware of any changes and or updates. It provided reassurance especially when we did not get to see our relative every week.” The provider was also able to give a log in to family members, where they could see what was happening in live time, view notes and communicate with the provider via messages to notify them or ask any questions.

Equality was monitored to make sure that everyone was able to access all services.

The management and staff team knew the meaning of equity in outcomes and how to support people to access whatever they needed to and be treated fairly as the same as a person who did not have specific needs. A staff member told us, “Each person in our care should be supported and encouraged to reach their full potential.” Another staff member told us, “We treat people the same irrespective of their, gender, religious beliefs, ethnicity or disability. They should not be treated less favourably; this would be discrimination.”

People were supported to talk about any end of life wishes. The management team told us this was always a difficult conversation and one that is revisited over time. Where people had expressed end of life wishes these were recorded in their care plans. Staff were aware that some, but not everyone, had ‘plans’ in place for the future.