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Bluebird Care (Cornwall North) Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 22 June 2018

This inspection took place on the 17 and 23 May 2018.Our last inspection of the service was carried out in January 2016. At that inspection we rated overall Good and Outstanding in the domain Caring part of the report. At this inspection the service was rated overall Outstanding.

Bluebird Care UK is a national franchise. A franchise is when a franchisee (the provider) has bought the right to sell a specific company's (the franchisor's) products in a particular area using the company's name. The franchise operates over two hundred locations across the United Kingdom.

The office of Bluebird Care (Cornwall North) is located in the centre of Camelford, and it is readily accessible for people using the service and staff. This service is a domiciliary care agency. It provides support for people living with dementia, older people, physical disabilities care, learning disabilities and autism spectrum disorder and sensory impairment. At the time of our inspection 93 people were receiving support from the service.

The service provides three types of support to people in the community. The first one is for short visits to provide personal care or domestic support. The second service is to provide a 24 hour package of care with a core staff team supporting a person in their own home. The third service is to provide short term live in cover for people whose main carer might request a respite service.

There was a registered manager in place 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.

The culture of Bluebird Care (Cornwall North) was exceptionally inclusive. The providers values were person-centred and made sure people were at the heart of the service. Staff shared this view and had a common vision to provide a service where people were enabled to live their lives as they chose and maintain their independence. Staff demonstrated they cared through their attitude and engagement with people. Staff clearly understood the need to respect people’s individual wishes and choices. One person told us, “They [staff and managers] are exceptional. I have the utmost respect for them all. They all go over and above in what they do.” This was reflected many times by managers, staff and people using the service throughout the inspection.

The service was proactive in ensuring equality and diversity standards were integral to people's care plans. For example making sure people’s needs were clear to help staff in delivering care and support. Staff told us the information helped them to identify any diverse needs and to respect people for who they were. People told us staff were respectful. One person said, “I have a disability but [staff names] understand and respect me for who I am. Not the disability.”

The provider and registered manager were innovative and demonstrated governance systems were embedded into the core framework, to ensure continual development and monitoring of the quality of care and support they delivered. They worked in partnership with other organisations to make sure they followed current best practice and provided a high quality service.

Senior staff were dedicated to providing quality care to people. They valued staff and promoted their development. There was an open culture at the service where staff felt exceptionally supported, able to raise any concerns and put forward suggestions for improvements. The provider encouraged people to provide feedback on how things were managed and to share their experiences of the service in creative ways which suited their needs.

The service used technology to support staff in their work. All staff had links to the system used, with password access to information about th

Inspection areas

Safe

Good

Updated 22 June 2018

The service remains Good.

Effective

Good

Updated 22 June 2018

The service remains Good.

Caring

Outstanding

Updated 22 June 2018

The service remains Outstanding.

Responsive

Good

Updated 22 June 2018

The service remains Good.

Well-led

Outstanding

Updated 22 June 2018

The service was very well-led. People were involved and consulted in the running of the service.

Relatives and health professionals were consistently positive about the registered manager and the running of the service.

The providers ensured that the service promoted a very strong value base that was reflected throughout the agency, in their approach, and in their delivery of care.

The providers worked with other agencies and the general public to raise the profile of domiciliary care and promote good care options for people.

There were systems in place to monitor the quality of care which were used to improve people's experience of using the service.