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Archived: Bluebird Care (Carlisle & Dumfries) No action required

This service was previously registered at a different address - see old profile

This service is now registered at a different address - see new profile

Inspection Summary

Overall summary & rating

No action required

Updated 30 July 2014

Bluebird Care is a domiciliary care agency providing personal care and/or domestic support to people living in their own homes.

At the time of our inspection the agency provided personal care and support for approximately 50 people receiving a mixture of personal care, domestic duties and personal shopping.

There was a registered manager in post who was supported by two care co-ordinators in the office and an operations manager from the parent company, Beachwood Homecare.

We found that all the people using this agency had been fully assessed before the service started. This assessment was completed prior to the service starting and ensured that the agency could provide the relevant care and support. The information from this assessment was used to formulate a plan of care that was personal to the individual.

The recruitment and selection process was robust with all new staff fully vetted before they were appointed to make certain only suitable people, who had not been barred from working with vulnerable adults, were employed to support people in their own homes. This meant that people were cared for by staff who had been thoroughly checked prior to starting work.

Staff training was up to date and staff were supported through face to face supervision meetings with their line manager. This ensured staff were fully aware of their roles and responsibilities when caring for elderly, vulnerable people.

There was an internal quality audit system in place and home visits were made by the senior staff to check on the quality of care provided. This system of audits or checks meant that the provider had a good understanding of what was good care and support.

Inspection areas


No action required

Updated 30 July 2014

People who were supported by Bluebird Care were kept safe from any form of abuse because the agency had appropriate policies and procedures in place. Staff were trained in adult protection and were aware of their role and responsibility to keep people safe.

During the induction programme, provided by an external training company, all staff received training in understanding The Mental Capacity Act 2005 MCA (2005) and what it meant for the people they supported. At the time of our visit all of the people who used this agency had family members to assist them to make any necessary decisions

Staff were introduced to people they would be supporting before they started work and worked alongside more experienced staff until they were sufficiently competent and confident to work alone.

Staff assisted people with their medication and updated the relevant documentation at the end of their visit. Referrals were made to district nurses and occupational therapists if this was necessary.

We found that there was a robust recruitment and selection procedure in place. This made sure that only suitable people were employed to provide care to people in their own homes.

All the people using this agency had an individualised plan of care that was updated every three months or more often to reflect any changing needs. Risk assessments were also completed covering every aspect of people’s property. This ensured that people supported by the agency and the staff who worked there were protected at all times.


No action required

Updated 30 July 2014

Each person was fully assessed by the registered manager or care co-ordinator prior to the service starting.

Each assessment included all the activities of daily living and a risk assessment with regards to the environmental standards of the property.

Every person who received support from Bluebird Care had a support/care plan that outlined in detail the amount of support required. People were asked how and when they wanted their support to be delivered in order for the registered manager to ensure there were sufficient staff employed to provide the service and on the day they wanted.

Care plans were reviewed every three months unless there was a change in the assessed needs. The care plan would then be reviewed and updated immediately. Review meetings included involvement from relatives if this was appropriate and in the person’s best interests.

Systems were in place to support the staff team through supervision and training in order to ensure an effective service was provided at all times.

Staff worked well with external health and social care professionals to provide all round care.


No action required

Updated 30 July 2014

During our inspection we spoke to 21 people who used this service, one relative and four support workers. People told us they were happy with their care and the staff were wonderful. One person said, “I have no need to ring the office as they are all very attentive to my needs.”

Relatives told us they were pleased with the care provided and it was a help to them knowing their relative was being well supported. They said, “I am very happy with the care Bluebird Care provide and I know I can contact the manager or girls in the office if I want to speak to anyone”.We found that people’s preferences, interests and diverse needs had been recorded in the care plans and support was provided in accordance with people’s wishes.

Staff told us they were able to give good care because they had the time to do so. One member of staff said, “This agency gives us time to spend with the people so as well as helping them we get time for a chat”.

Policies and procedures were in place to encourage staff’s understanding of treating people with respect and human rights.


No action required

Updated 30 July 2014

During the first assessment visit people who had requested support from this agency were given and information booklet containing sufficient information to enable people to make an informed decision about using the service.

People and their relatives, if appropriate, were involved in deciding the level of care required and the time that was most suitable. Support staff were given detailed information about people who used the service before they started their visits and told us, “The information we get before we do our first visits tells us exactly what to do and when. I find this very helpful”.

Care plans were reviewed every three months or more often if necessary. This ensured any changes in people’s assessed needs were recorded and the level of care updated as quickly as possible.

People were able to contact the agency when they needed extra assistance and we were told, “I usually go into the office once a month and if anything is bothering me I can always have a word. It seems to be running very well and I am very pleased.”

Staff had completed training in the Mental capacity Act 2005 and understood the care of people who lack capacity to make decisions for themselves. Details regarding an advocacy service were available to people and/or their relatives.

People were told weekly in advance which support worker would be providing their support. The registered manager tried, wherever possible, to send the same team of carers to people.

The registered manager or one of the senior staff visited people in their own homes as part of the internal quality monitoring process. Annual survey questionnaires were sent to people who used the service and family members asking for their opinions and suggestions about any improvements to the provision of care.

The agency had a policy and procedure in place for dealing with concerns and complaints. We saw that any concerns were dealt with in accordance within the timescale set down in the policy.


No action required

Updated 30 July 2014

This agency was registered with The Care Quality Commission (CQC) in May 2102 and the registered manager had been in post since the date of registration. All other conditions of registration were met.

We spent some time in the office talking to the registered manager and the two care co-ordinators about the operation of the service. We also spoke to people who used the service and staff who provided the care and support.

We found the agency had a full set of policies and procedures in place that were available for staff to read. Staff understood the need to keep people safe and told us they would not hesitate to report anything they thought was not right. One member of staff said, “I would not hesitate to report anything I was not happy about and I know the manager would soon put it right”.

Staff were supported in their roles by regular one to one supervision and annual appraisals that gave opportunities to discuss their personal and professional development. There was a full staff induction programme provided by an external training company. Staff training was up to date and the registered manager provided a copy of the current training plan. Regular staff meetings gave opportunities for staff to discuss the running of the agency and make suggestions about improving the service.

There was an appropriate recruitment and selection process in place with all the required legal checks completed prior to staff starting work. Staff recruitment had been difficult in the past but there was now a full complement of staff in place. The manager said, “It can be difficult to get exactly the right person to provide the level of care I, as a manager, want to provide to the people who use this agency”.

There was a process in place to monitor the quality of the service through home visits and questionnaire surveys. All risks were planned for and managed through the risk assessment process in order to keep people and staff safe at all times.