Bluebird Care Docklands, Stratford and Wapping

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring - This means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider treated people with kindness, empathy and compassion, and respected their privacy and dignity. Staff treated colleagues, relatives and professionals from other organisations with kindness and respect.

People using the service and their relatives consistently spoke positively about staff, describing them as kind, caring, respectful and culturally sensitive. Relatives told us staff maintained people’s dignity during personal care and took time to build positive relationships. One relative told us, “They are kind, patient and genuinely care.”

Feedback about both staff and the management team was positive. People told us staff often spent quality time with them and, where possible, went above and beyond completing care tasks to ensure people felt valued and comfortable. One person told us, “The staff know me well and always ask how I want things done.” Staff also spoke positively about their roles and demonstrated pride in the care they provided. Training records showed staff completed training in privacy, dignity and respectful care, supported by clear policies and guidance to help staff uphold people’s rights.

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, backgrounds and protected characteristics.

Relatives spoke positively about the care people received and told us staff knew people well and supported them in a person-centred way. Staff understand people’s routines, communication needs and preferences.

Care plans contained detailed information about people’s cultural needs, preferred routines, communication preferences and personal goals. Staff demonstrated a good understanding of these individual needs and adapted support accordingly. For example, people were supported to maintain preferred daily routines and participate in activities that reflected their interests and choices. Relatives told us staff involved people in decisions about their care and support. One relative said, “Staff support my family member to do as much as possible for themselves and always ask for their views before making decisions.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and their relatives told us staff encouraged people to maintain and develop their independence wherever possible. Feedback about staff communication was positive, and relatives told us staff involved people in decisions about their day-to-day support. One relative told us, “Staff support my family member to do as much as possible for themselves.”

People and their relatives were involved in developing and reviewing care plans, with support arrangements adapted as needs changed. People told us they understood they had the right to make choices about who supported them. For example, when one person said they did not feel comfortable with a care assistant, the registered manager listened to their wishes and arranged for a different member of staff to provide support.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Systems were in place to maintain oversight of people’s care, and support was reviewed promptly when needs changed. One staff member described how they recognised subtle changes in a person’s presentation, including reduced engagement and changes in appetite, and escalated concerns promptly so appropriate support could be arranged.

Staff had completed training to support them in responding to people’s immediate needs. As people’s needs changed, care plans and support arrangements were updated to ensure care remained safe and appropriate. Staff knew people well and were able to recognise changes in their health, wellbeing or behaviour. Staff told us they would escalate concerns promptly and seek advice from healthcare professionals where required. Records showed care plans and support arrangements were reviewed and updated when people’s needs changed to ensure support remained responsive and effective.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

Staff told us wellbeing was a priority within the service and that this had a positive impact on the care people received. Staff spoke positively about the management team and said they felt valued, listened to, and well supported in their roles. Staff were given opportunities to share their views through supervision, one-to-one meetings, reflective practice sessions, team meetings, and staff surveys. Feedback about the support provided by management was consistently positive.

Staff also told us training was relevant, informative, and supported them to carry out their roles effectively. The provider demonstrated a commitment to staff development and was willing to source additional training where needed.