Bluebird Care (Watford & Three Rivers)

Updated 8 August 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

One inspector carried out this inspection.

Bluebird Care Watford, Three Rivers is a domiciliary (home care) care agency. It provides personal care to people living in their own houses and flats. Bluebird Care provides care and support to older people, younger adults, people living with dementia, people with a physical disability and people with sensory impairments. Not everyone using Bluebird Care Watford, Three Rivers received the regulated activity of personal care. 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 consider any wider social care provided. There were 65 people receiving the regulated activity of personal care at the time of the inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection: We gave the service 48 hours’ notice of the inspection site visit because we needed to make sure that the registered manager would be in.

This inspection was carried out on 02, 03 and 08 July 2019. On 02 July 2019 we contacted people who used the service, relatives and staff by telephone to explore their experiences. On 03 July 2019 we visited the office location to speak with staff and review records. On 08 July 2019 we made further calls to staff.

Before the inspection we gathered and reviewed information that we received from the provider on the provider information return (PIR). This is a document that the provider sent us saying how they were meeting the regulations, identified any key achievements and any plans for improvement. We also reviewed all information received from external sources such as the local authority and reviews of the service.

During the inspection:

We spoke with five people, two relatives, four staff and the registered manager. We reviewed care records, policies and procedures and other documents relating to the service. We looked at three staff files including all aspects of recruitment, supervisions, and training records.

We also looked at records of accidents, incidents, complaints audits, surveys and minutes of staff meetings. We checked the provider`s policies and procedures relating to the management of the service.

Following the inspection we:

Reviewed information we requested such as training documents and records relating to the management of the service.

Updated 8 August 2019

About the service: Bluebird care is a domiciliary (home care) care agency. It provides personal care to people living in their own houses and flats.

People’s experience of using this service:

People told us they felt the care and support they received was safe. Staff received training in safeguarding and they knew how to report their concerns internally and externally to safeguarding authorities. People told us they could rely on staff and had good continuity of care. People told us staff arrived on time and if they were delayed they would be contacted.

Staff received regular training, the supervisors observed their practical knowledge and competencies during unannounced spot checks. Risks to people`s well-being and health were well managed and regularly reviewed to ensure they were safe and protected from the risk of harm.

People and relatives told us they were very happy with the care provided by the staff. People and relatives confirmed staff were kind and caring and went the extra mile. People`s dignity and privacy were protected.

People and relatives told us the registered manager was approachable and listened to their concerns when they raised issues with them. Concerns or complaints were recorded and responded following the provider`s complaints policy.

Care plans were developed when people started using the service, risk assessments were developed for each identified risk to people`s health and wellbeing.

People were supported to have maximum choice and control of their lives and staff supported support them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People told us staff were responsive to their needs and supporting them the way they wanted.

The service had policies and procedures in place which were based on current legislation and best practice guidance. Staff received updates when required to ensure lessons were learned when things went wrong.

The registered manager used a range of effective audits and governance systems to check the quality and safety of the care people received.

Rating at last inspection:

At the last inspection, the service was rated Good (report was published November 2016).

Why we inspected: This was a planned inspection.

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