Bluebird Care (Merton)

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People told us they were actively involved in their care planning. One person commented, “My care plan is reviewed regularly by me and sometimes a family member.”

The provider offered temporary live-in care for people returning home from hospital. Regular wellbeing checks were carried out to help monitor people’s recovery and reduce the risk of hospital readmission. This demonstrated a proactive approach to meeting people’s needs and supporting positive outcomes.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based

good practice and standards.

Electronic systems were used effectively to oversee the day-to-day care provided to people. Feedback from people was positive; one person told us, “Professional, and all carers deliver excellent care.” Staff logged into the electronic system when attending care calls, completed required tasks, and recorded each visit in real time. The system alerted the office if any tasks were not completed, enabling timely oversight and follow-up. Staff were unable to log out of a call unless all required tasks had been completed, which helped ensure care was delivered as planned and people’s needs were consistently met.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The provider’s systems and processes supported staff to work together effectively as a team. Staff described positive teamwork and communication. One staff member told us, “We are just trying to stay on top of things. We help each other where we can, and we have good communication within the team, making sure we pass on information to each other or if something needs to be addressed or done.”

Regular team meetings took place, which provided opportunities for staff to share feedback, discuss practice, and ensure information was communicated consistently across the team.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where

possible, reduce their future needs for care and support.

Effective communication with healthcare professionals supported people to receive coordinated care. A healthcare professional told us, “Yes, the service keeps me well informed about any changes in my client’s needs. I receive the weekly rota in advance, which supports good planning, and I am contacted promptly if staff are unable to attend or if adjustments are required.

Communication is clear, timely, and helps ensure continuity of care for my client.” People were supported to attend healthcare appointments when required, and relevant information about their health needs was clearly documented within care plans. Referrals to GPs were made when people’s health needs were deteriorating or when additional equipment or support was needed. This helped ensure people received timely, appropriate care and support, contributing to positive health outcomes.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People received emotional and mental wellbeing support as part of their care. Weekly wellbeing checks were carried out via telephone contact and, where assessed as needed, companionship visits were provided by office staff. These visits offered people dedicated time for conversation and social interaction, which helped to reduce social isolation.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff demonstrated an understanding of the principles of the MCA. One staff member told us, “Some clients don’t have capacity but they still can make informed choices, like when to have a wash. As a carer, I cannot make decisions for anyone.” A healthcare professional also provided positive feedback, stating, “Staff from Bluebird Care consistently seek my client’s consent before delivering any aspect of care. They explain tasks clearly, check my client’s understanding, and ensure [the person] is comfortable before proceeding. I have also received positive feedback from my client’s legal representatives, who have commented on the respectful and person-centred approach taken by staff in relation to consent and decision-making.”

The management team were aware of their responsibilities under the MCA and explained that where specific decisions arose, such as a person refusing personal care, the service would consider whether a decision-specific mental capacity assessment was required. Although there had been no recent need to complete a mental capacity assessment, records reviewed showed there were opportunities to further strengthen the detail recorded within assessments. In particular, clearer documentation of how decisions were reached, including how people were supported to understand and retain information, would enhance practice. The management team told us this would be addressed.