Bluebird Care (East Hertfordshire)

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At the last inspection, this key question was rated Good. At this assessment, the rating has remained good. This meant that people were protected from harm and abuse. 

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 management and staff embraced a learning culture, as part of their strategy to be the best they could. Staff told us they learned from different experiences and outcomes for people. For example, when things went wrong, they reflected on what they could have done differently and any learning from the incident. Staff confirmed lessons learnt were shared during staff meetings.

People were supported to transition through different services which meant they received care that was seamless and joined up. The service worked in partnership with other care providers and partners including GP’s, opticians’, pharmacies and occupational therapists to support people’s holistic needs.

People were protected from harm and or abuse by staff who had been trained in how to recognise potential abuse. Staff were able to describe different types of abuse, and described what they would do if they suspected any abuse. They had regular knowledge checks and staff completed safeguarding refresher training annually. The management team had a robust safeguarding reporting system and knew when they needed to make a referral and notify relevant partners including the local authority and the Care Quality Commission (CQC).   

People were involved in managing risks. Staff told us people were involved in the development of their care plans and any associated risk management plans. People were given information to help them make informed choices about what the risks were and how to minimise them to help keep people safe. For example, when helping people to mobilise and or transfer, the person and staff member discussed the best way to manage the transfer safely. This helped reduce the risk of harm to both the person using the service and staff members.

People had various risk assessments completed, where possible in advance of the care provision starting. This included a full environmental assessment to help promote safety for people and staff. For example, they recorded information about electric, gas, and water supply, the environment they were working in, was the light and space adequate. This included if there were any loose wires or other trip hazards. Where people used equipment, such as hoists, the maintenance of these was monitored to ensure it was maintained to a safe standard. All these measures helped to keep people safe from potential harm.

People received care from a staff team that had been recruited using a robust recruitment and selection process. For example, all potential staff completed an application form, had to provide a minimum of 2 references and have a disclosure and barring check completed [DBS]. This is a background check that employers use to verify an applicant's criminal history. All staff completed an induction which covered all mandatory training including safeguarding people, infection control, moving and handling and the safe administration of medicines. In addition, specialist training was available for staff to complete, for example, if they were supporting a person with epilepsy. Care packages were only accepted if there was enough capacity to meet the person’s preferred days and times.

People were supported by staff who had completed infection prevention and control training which helped minimise the risk and spread of infection. Staff were provided with personal protective equipment including gloves, aprons, hand sanitizer and face masks where required. The management team told us they followed current government guidance during and following the pandemic, as guidance was constantly changing. Staff were able to describe how to reduce the risk and spread of infection which included following a robust hand washing process. Refresher training was available to all staff, so they kept updated when anything changed.

People were supported to take their prescribed medication regularly by staff who had completed training in the safe administration of medicines. Staff were able to describe how they supported people to take their medicines or in some cases reminded or prompted them. In addition to the training staff were observed administering medicines to check their competency. Staff completed regular refresher training which included the completion of medication administration records. Staff were aware of how to report any concerns, for example if they had made an error. Staff told us they would report to the office or call 111 for advice and let family members know in case the person required additional monitoring.