Bluebird Care (Westminster, Kensington & Chelsea)

Updated 1 March 2026

Date of assessment: 24 March to 1 April 2026.

Bluebird Care (Westminster, Kensington Chelsea) is a care agency registered to provide personal care and nursing care to people living in their own homes. The agency provided care to younger and older adults, including people living with dementia and people with a learning disability. At the time of our assessment most people being supported by the service were older adults

The last rating for the service was outstanding (published 19 April 2018). Following this assessment, the rating has remained outstanding.

The provider worked collaboratively with other professionals to deliver exceptionally person-centred care. They coordinated hospital discharges and made sure people were safe when they returned home after hospital stays. Their support extended beyond care tasks and included advocating for people, liaising with discharge teams, coordinating transport and arranging equipment. The provider partnered with a local nursing home which provided rehabilitation and a community physiotherapy team. Their teamwork ensured people received a holistic package of care which led to life-enhancing outcomes.

There was a culture where staff and others working with people had a deep understanding of their individual needs, preferences and choices. Managers worked closely with people to assess and plan personalised care. They frequently found ways to overcome barriers and support people to achieve personal objectives, even when other professionals had initially thought these were not achievable.

Staff had exceptional knowledge of the individual people they cared for. Staff were encouraged to regularly go above and beyond expected care to provide meaningful support, which enhanced people’s health, wellbeing and social connections. Staff were empathetic and kind. The provider matched staff personalities and interests to reflect the wishes people had expressed.

There was an extremely person-centred culture which was driven by skilled, knowledgeable and experienced managers. They had robust systems for monitoring the quality of the service and driving continuous improvements. Managers valued staff wellbeing and recognised this as an essential part of the organisation. Managers were visible and role-modelled the values of equality, diversity and inclusion.

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. At the time of the assessment, the service was not supporting many people with a learning disability, but the provider had regard to ‘Right support, right care, right culture’. Staff undertook specialist training to better understand people’s needs. The provider was committed to ensuring information was accessible and staff knew how to communicate well with the people they supported. The provider enabled positive risk taking and encouraged people to be independent and learn new skills.

Updated 1 March 2026

People had an exceptionally good experience. The provider worked with people, their relatives and others involved in their care to help ensure individual needs and objectives were met. The provider found creative ways to support people with recovery and to experience a good quality of life. This included helping people to celebrate their individuality and talents. The provider matched staff who shared people’s interests and passions.

People using the service and their relatives explained they were very happy with the care and support they received. Their comments included, “The carers are absolutely lovely and incredibly kind”, “They go out of their way to be helpful”, “Bluebird is an excellent agency – I give them 5 gold stars” and “I am extremely happy with the service. They come in smiling and never have a problem with anything. I am very well looked after.”

People told us managers and care staff were professional and responsive. They explained communication was consistently good and they had the information they needed. They were involved in making decisions and planning their own care. People told us the agency was flexible when their needs changed and quick to adapt care. A relative explained, “They have been exceptionally responsive to any changes. It is such a relief for me.”

The provider worked closely with external professionals to ensure people’s holistic needs were met. Comments from professionals included, “It is an absolute pleasure working with the agency”, “Every team member consistently puts service users first”, “All patients are well cared for and treated with dignity and respect at all times” and “Bluebird takes time to collaboratively work with the client and their families to ensure each individual receives optimal support.”