We carried out a review of the data available to us about Bluebird Care Bromley 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 Bromley, you can give feedback on this service.
People’s experience of using this service:
People and their relatives all told us they felt safe and well cared for. Staff understood how to keep people safe and protect them from avoidable harm. Risks to people in relation to their care and the environment were identified assessed and monitored. There were processes in place for the safe administration of medicines. People and family members told us staff arrived on time and they saw the same regular staff. There were effective recruitment and selection procedures in place with relevant checks made before the provider employed new staff.
We found some improvement was needed to the provider’s quality assurance system as it was not always effective at identifying issues. Some records were not always consistently accurate or up to date and this had not been identified by the auditing system. The provider’s electronic system supported the quality monitoring of the service. The registered manager told us further improvements were being made to the system to help identify learning. The service sought feedback from people and their relatives via its website, phone contact and an annual survey to identify any improvements needed. The management team had developed positive relationships with other services.
Most people and their relatives were positive about the management of the service. Some people and some family members told us staff provided an excellent service. Two people and two relatives told us they had found communication from the office was not always reliable and that some newer staff were not always confident about their roles. We saw newer staff were supported by a buddy senior care worker and a field supervisor.
There were some very good aspects to service delivery. The provider assisted the continuity of care through a range of provision to support staff such as pool cars and additional floating staff. Information events were organised in partnership with other agencies to offer relevant information and a free Christmas social event was held to reduce isolation.
Assessments of people's care and support needs were carried out when they started to use the service. People were supported to eat and drink healthily and were supported to make their own meals, where possible. Staff received training and support to meet people's needs. The registered manager supported staff development and staff were offered a range of additional training. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.
People and their relatives told us they were consulted about their care and support needs. They said staff respected their dignity and privacy and were kind and caring. They were encouraged by staff to be as independent as possible. Relatives who accessed the provider’s software system to check the care provided, told us they found this reassuring and helpful.
Staff received training in relation to people’s protected characteristics to identify any areas where people may need support. Care plans were reflective of people`s likes, dislikes and preferences about the care they received.
Staff received training on end of life care and end of life care and support could be provided to people when required. People and their relatives knew how to make a complaint if they were unhappy with the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection: Good (report published 31 October 2016)
Why we inspected: This was a scheduled inspection based on the previous rating.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as part of our re-inspection programme. If any concerning information is received, we may inspect sooner.
The service had a registered manager in post. 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 told us they felt safe with the staff. The service had clear procedures to recognise and respond to abuse. All staff completed safeguarding training. Senior staff completed risk assessments for people who used the service which provided sufficient guidance for staff to minimise identified risks. The service had a system to manage accidents and incidents to reduce reoccurrence.
The service had enough staff to support people and carried out satisfactory background checks of staff before they started working. The service had an on call system to make sure staff had support outside the office working hours. Staff supported people so they took their medicine safely. The service provided an induction and training, and supported staff through regular supervision and annual appraisal to help them undertake their role.
People’s consent was sought before care was provided. The registered manager was aware of the requirements of the Mental Capacity Act 2005 (MCA). At the time of inspection they told us they were not supporting any people who did not have the capacity to make decisions for themselves.
Staff supported people with food preparation. People’s relatives coordinated health care appointments to meet people’s needs, and staff were available to support people to access health care appointments if needed.
People told us they were consulted about their care and support needs. Staff supported people in a way which was caring, respectful, and protected their privacy and dignity. Staff developed people’s care plans that were tailored to meet their individual needs. Care plans were reviewed regularly and were up to date.
The service had a clear policy and procedure for managing complaints. People knew how to complain and would do so if necessary. The service sought the views of people who used the services. Staff felt supported by the provider. The service had an effective system to assess and monitor the quality of the care people received.