Bluebird Care (Merton)

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were safe and protected from avoidable harm.

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 had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. Systems and processes were in place to monitor incidents and accidents. Records reviewed showed that incidents were appropriately recorded and included details of actions taken to ensure people’s safety.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services. Initial assessments were completed to ensure the provider was able to meet people’s needs before they were accepted by the service. Care plans were then finalised and provided staff with clear guidance about people’s care and support needs.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately. Systems and processes were in place for recording and reporting any information of concern received by the provider. Staff were knowledgeable about safeguarding procedures and understood the actions they needed to take to ensure people were protected from abuse.

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the

things that mattered to them. The service responded effectively to unplanned changes and continuously assessed risks. People’s care records identified their individual care needs and associated risks, including those relating to manual handling, mental health, and end-of-life care. These risks were addressed through care planning and appropriate support measures, helping staff to provide care safely and in line with people’s needs. During discussions with the management team, we identified opportunities to further strengthen the recording of some risk assessments. In particular, providing greater clarity around the likelihood and severity of identified risks would support staff to have consistently clear and comprehensive guidance. The management team told us that actions would be taken to address these areas.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs. People and their relatives told us that staff attended calls on time and notified them if they were running late. One person commented, “They never don’t turn up and are usually on time.” A healthcare professional said, “Staff from Bluebird Care are very reliable with their timekeeping and consistently attend calls as scheduled. They remain for the full duration of each visit and provide steady, dependable support to my client.”

The provider followed safe recruitment practices to ensure staff were appropriately recruited and suitable to work with people using the service. Staff received regular training and supervision to help ensure they supported people safely and appropriately. However, records reviewed for annual appraisals showed that agreed actions were not always followed up, and previous appraisal actions were not consistently reviewed. This was discussed with the management team, who told us they would address this immediately.

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Staff were provided with the necessary personal protective equipment (PPE). Staff observations included checks to ensure infection prevention and control (IPC) practices were followed.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened. The provider’s medicines policy set out principles for the safe administration of medicines, including people’s right to refuse their medication. Staff were knowledgeable about how to administer medicines safely and in line with individual needs. One staff member told us, “Some [people] only need prompting, some need more support. We check the notes to see what support is needed so we do it right. For example, if the medication should be taken before or after food.”