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Bluebird Care (Westminster) Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 19 April 2018

This comprehensive inspection took place on 23, 25 and 29 January 2018 and was announced. At the last comprehensive inspection in November 2015 the service was rated as Good.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults and younger disabled adults. At the time of the inspection the service was supporting 85 people in the City of London and the London Borough of Westminster, of which 75 were privately funded. Not everyone using Bluebird Care (Westminster) receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

There was a registered manager in post at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider had involved the whole staff team in driving improvement and had invested in staff and systems which created an open and positive culture throughout the service. Staff were committed, praised the level of support they received and spoke positively about their opportunities to progress within the organisation.

People using the service and their relatives were confident they would be listened to and felt the management team were approachable and felt comfortable getting in touch.

Staff treated people in a way that respected their privacy and dignity and promoted their independence. Two members of staff had been recognised for their outstanding work in supporting people living with dementia.

People and their relatives told us staff were kind and compassionate, knew how to provide the care and support they required whilst also going the extra mile for them. Regular care assistants knew the people they supported and showed concern for people’s health and welfare.

The provider was passionate and worked with other agencies with the aim to create a dementia friendly community. People were supported to access events, follow their interests and maintain relationships with friends and family to increase their health and well-being.

People were involved in planning how they were cared for and supported. An initial assessment was completed from which care plans and risk assessments were developed. Records were accessible to staff and relatives on digital devices so the latest information could be seen. Care was personalised to meet people’s individual needs and preferences and was reviewed if there were any significant changes.

Risks to people were identified during an initial assessment with detailed guidance and control measures in place to enable staff to support people safely.

People using the service and their relatives told us they felt safe using the service and staff had a good understanding of how to identify and report any concerns. Staff were confident that any concerns would be investigated and dealt with.

People who required support with their medicines received them safely and all staff had completed training in the safe administration of medicines, which included observations and competency assessments. Alerts were set up on the software used that informed the office if people’s medicines had not been given by a specific time.

People’s nutritional needs and preferences were recorded in their care plans and staff were aware of the level of support required. Care assistants told us they notified the office if they had any concerns about people’s health and we saw evidence of this in people’s care records. We also saw people were supported to maintain their health and well-be

Inspection areas

Safe

Good

Updated 19 April 2018

The service remains Good.

Effective

Good

Updated 19 April 2018

The service remains Good.

Caring

Outstanding

Updated 19 April 2018

The service remains Outstanding.

Responsive

Outstanding

Updated 19 April 2018

Aspects of the service were outstandingly responsive.

The provider was passionate and worked with other agencies with the aim to create a dementia friendly community where people who used the service were supported to access events and follow their interests.

Care records were person centred and the provider ensured people were fully involved in discussions about how they wanted care and support to meet their individual needs.

The provider was flexible in how they provided support to people with regular reviews if people�s needs changed. Staff and relatives, with permission, had access to up to date information to see what care had been carried out.

Well-led

Outstanding

Updated 19 April 2018

Aspects of the service were outstandingly well-led.

People using the service and their relatives had confidence in the management of the service and felt they were approachable if they had to get in touch.

Staff praised the level of the support they received to carry out their responsibilities and were encouraged and given opportunities to progress within the organisation.

The provider had a strong vision for driving improvement and had invested in staff and systems to ensure there was a positive culture throughout the service with the aim for people to receive outstanding care.

There were comprehensive quality monitoring systems, audits and meetings in place to monitor the quality of the service and identify any concerns. The provider had been proactive since the last inspection and the whole staff team had been involved in working to improve standards of care.