We carried out a review of the data available to us about Bluebird Care (Wandsworth) on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Bluebird Care (Wandsworth), you can give feedback on this service.
Bluebird Care (Wandsworth) is a domiciliary care agency providing care and support to 157 people living in their own homes. At the time of the inspection 96 people using the service were receiving personal care. Not everyone who used the service received personal care. The Care Quality Commission (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 received a very safe service and the provider ensured staff a very safe environment to work in. There were robust systems and processes that protected and safeguarded people from abuse. Sufficient extremely well-trained staff were appropriately recruited and passionate about the person-centred care they provided and people they provided it to. Risks to people and staff were holistically assessed, managed in partnership with them, relatives and healthcare professionals, and monitored and updated when required. The provider reported, investigated and recorded accidents, incidents and safeguarding concerns appropriately and medicines were safely managed. The provider had robust infection prevention and control measures in place. This meant people could enjoy their lives safely.
The service was exceptionally well led and had an honest, open, and positive culture with clear and transparent leadership and management. People, relatives and staff said they felt very valued by the management team, who were approachable, listened and took prompt, responsive actions as required. Staff were aware of their responsibilities, accountability and understood what was expected of them. They were prepared to take responsibility and report any concerns they may have regarding the service provided and ways to improve it. The provider maximised the use of electronic systems and processes to monitor people's care experiences and proactively and creatively review service quality and make changes to improve the care and support people received. This was in a manner that best suited people. The provider established effective working partnerships that promoted the needs of people being met including outside its remit to reduce social isolation. This enhanced people’s quality of life.
Rating at last inspection
The last rating for this service was good (published 2 June 2018) and there were no breaches of regulations.
Why we inspected
This was a planned inspection based on the previous rating.
As no concerns were identified in relation to the key questions is the service Effective, Caring and Responsive, we decided not to inspect them. Ratings from the previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.
The overall rating for the service has changed to outstanding. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Bluebird Care (Wandsworth) on our website at www.cqc.org.uk.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This inspection took place on 6 and 8 February 2018 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in. At our previous inspection on 25 November and 3 December 2015 we found the provider was meeting regulations.
At the last inspection, the service was rated Good.
At this inspection, the service remained Good.
There was a registered manager at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission 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.
People and their relatives were extremely happy with the service and complimented both the care workers and the management of the service. They said the long time that care workers had supported them meant that they were able to establish close relationships with them and an emotional connection.
People’s care and support were assessed and delivered according to their wishes. Where appropriate, family members and friends were involved in people’s care. Risks to people in relation to their mobility, personal care and medicines were assessed and included control measures needed to minimise potential harm to people. Care records, including risk assessments, medicine records and support plans were recorded on an electronic system and were accessible via a mobile phone app to care workers.
Care workers told us they felt well supported and received regular training. The provider had robust recruitment checks in place which included psychometric tests to gauge care workers suitability for a job in care. New care workers received a thorough induction and regular mandatory training thereafter. People using the service were involved in the induction training to give a flavour of the ‘customer experience’ to care workers. Staff received regular supervision and spot checks which helped to ensure people received good support. Care workers received recognition for outstanding work and length of service.
The provider was involved in a number of community initiatives and employed a community liaison manager to establish close working links with other health and social care providers and voluntary organisations in the community but to also establish closer links with the people and signpost these services to people and carers.
There was an open culture at the service where people and their relatives felt confident raising concerns. They told us the provider was very good at communicating with them.
The provider continued to grow its staff and management team in line with the requirements of the business as it expanded. There was a business improvement plan which was reviewed on a regular basis. This included a number of areas that the provider was looking to improve, including the greater use of technology and aligning some practices in line with NICE guidelines.
The service scored very highly on the Bluebird Care quality assurance audit and regularly sought the views of people through surveys and monitoring checks.
We received positive feedback from health and social care professionals about the close relationships they had established with the service and their engagement with the wider community.
This inspection took place on 25 November and 3 December and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service; we needed to be sure that someone would be in. This service was previously registered under a different name; this was the first inspection of this service under its new registration.
Bluebird Care Wandsworth (Corden Assist Ltd.) is a home care and live in care agency, covering the London Borough of Wandsworth. At the time of the inspection they were providing a domiciliary care service to approximately 100 people. There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission 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.
People that we spoke with told us they did not have any concerns about their safety. Care workers were given training in safeguarding were able to identify different types of abuse and told us what steps they would take if they had concerns for people’s wellbeing. We found that the provider took action when concerns were raised and worked with other agencies to ensure people were kept safe.
People told us that staff were caring and respected their privacy and maintained their dignity. Where possible, people were given regular care workers and the provider tried to ensure that people were supported by care workers that had similar interests to them or someone they requested, this meant they were responsive to the needs of people using the service
Thorough assessments took place before people started to use the service. People’s support needs and preferences in how they wanted to receive care were documented and then developed into care plans. Risk assessments were completed for individual support needs including medicines management, moving and handling and nutrition, these had associated control measures which helped to ensure people were supported in a safe manner. People’s support needs were reviewed every quarter.
Care workers told us they enjoyed the work they did and received excellent support from the management team. Due to a period of growth, the provider had expanded its management team to meet the needs of the business and as a result there were opportunities for promotion within the organisation.
There were robust recruitment checks in place for staff. Care workers were required to complete an application form, provide proof of address, identity, right to work in the UK and completed criminal record checks. There was a comprehensive induction programme in place for new care workers and they received ongoing support through their probation period by an assigned mentor. New care workers shadowed more experienced care workers before they started to deliver personal care independently.
People were encouraged to raise concerns or complaints through regular monitoring visits that took place. Where complaints were made, the provider took action to try and improve the service.
Robust quality systems were in place including unannounced observations, review of support needs, incident and accident monitoring. The provider carried out surveys to gather the views of people using the service and there was an ongoing improvement plan in place which was reviewed every three months.