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Bluebird Care (South Tyneside) Outstanding

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Outstanding

Updated 24 October 2019

About the service

Bluebird Care (South Tyneside) is a domiciliary care agency providing personal care to older people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People and relatives described the care as exceptional. They said it was “second to none” and “phenomenal.” One relative described it as a ‘shining example’ of what a homecare service should be.

Staff were especially responsive and regularly went above and beyond to ensure people's needs were anticipated and met with the utmost dignity and respect. Health professionals praised the skills of staff, especially for caring for people with complex needs. Staff strived to ensure people received care in personalised and meaningful ways.

The director, registered manager and whole staff team worked enthusiastically to provide excellence in line with the service's values. People were central to how the service operated. Staff were flexible and adapted to people's changing needs.

There was a very strong ethos throughout the service of putting people first and a desire to continually improve. There were good opportunities for people and staff to give feedback about the service. Staff felt particularly valued and listened to. The provider was proactive about participating in joint working initiatives and sharing good practice.

The service had developed innovative ways of ensuring staff received excellent support and their wellbeing was enhanced. The provider was especially effective when working with other professionals to develop the skills of the staff team. People and staff were instrumental in the quality assurance system to drive sustained improvement.

People, relatives and staff said the service was safe. Staff understood the safeguarding and whistle blowing procedures; they knew how to report concerns and were confident to do so. Previous safeguarding concerns had been reported and investigated. People received care from a reliable and consistent team of staff. New staff were recruited safely. People received their prescribed medicines when they were due. Incidents and accidents were investigated thoroughly.

Staff were very well supported from when they first started working for the service. They also had access to good training opportunities. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People had been involved in deciding the care they needed, care plans were highly personalised. The provider took a holistic view to ensure people continued to participate in activities.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 23 December 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas

Safe

Good

Updated 24 October 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 24 October 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 24 October 2019

The service was caring.

Details are in our caring findings below.

Responsive

Outstanding

Updated 24 October 2019

The service was exceptionally responsive.

Details are in our responsive findings below.

Well-led

Outstanding

Updated 24 October 2019

The service was exceptionally well-led.

Details are in our well-Led findings below.