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Archived: Bluebird Care (Stafford)

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Inspection report

Date of Inspection: 8 February 2012
Date of Publication: 20 February 2012
Inspection Report published 20 February 2012 PDF | 37.07 KB

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We reviewed all the information we hold about this provider, carried out a visit on 08/02/2012 and looked at records of people who use services.

Our judgement

People who use the service benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

User experience

We saw that the service sent surveys out to people using the service, and also encouraged people to compliment or raise concerns if they needed to.

Comments included: “The main carer is excellent, no complaints.” One person said “Mum has been delighted with the care she has been receiving; she has found all the carers very pleasant and really has no complaints.”

We saw the analysis of the last annual quality assurance survey that the service had completed, and the action they had taken to address any practice issues identified. Feedback from the survey was sent to people using the service. We saw that the results from the surveys were positive. Customer comments included:

‘Very pleased with the service.’

‘You can’t improve on excellence.’

‘No complaints, 100% thanks to all the staff.’

‘All the family are very pleased with the care and service.’

Other evidence

Staff told us they enjoyed working with people in their own homes, they felt supported by the management team and had been given appropriate training that enabled them to do their jobs. Staff told us the four day induction they received was good, that they worked as a team, and communication from the office was excellent.

Staff also confirmed that emergency on call arrangements were effective. We saw that staff recruitment procedures were robust. Staff told us they received a fortnightly bulletin leaflet to update them on recent events, employment of any new staff and it gave dates for any forthcoming training sessions. Staff confirmed that training was always being updated and further training in specialist topics was also organised.

We saw that staff supervision was being undertaken monthly along with documented spot checks by the senior staff. Some observational supervision took place in people’s homes, some on the telephone and others were carried out in the office. Staff confirmed they received supervision and that they could approach the manager at any time if they had concerns.

Care records contained individual user risk assessments as well as environmental risk assessments and there was evidence of regular review. We saw that the managers continually audit the service. Care plans, risk assessments, complaints, call monitoring; medication and customer satisfaction are all audited to ensure a quality service is being provided. We saw evidence that the service was constantly looking to improve the quality of the support it provided.