Bluebird Care Redbridge

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

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

There was a strong values-based culture centred on kindness, compassion, dignity and respect. The provider told us about delivering person-centred care and demonstrated a genuine commitment to supporting people's emotional wellbeing. The provider recruited and developed staff whose values aligned with the organisation's ethos. Staff interactions were monitored through observations, supervision, feedback and care reviews. The provider promoted empathy and understanding, encouraging staff to build trusting relationships and respond sensitively to people's experiences and emotions. A relative told us they really felt their relative was now in safe hands, which was a great relief to them. They said it was a very big step for their family, to allow other people to come and look after their relative, but as their dementia progressed, they knew they had to do something. You really must trust the system; I do trust that they are safe now with the help that they get.

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

Staff took a strengths-based approach, focusing on people's abilities, interests and goals. People using the service were supported to pursue meaningful activities and maintain independence wherever possible. The provider demonstrated flexibility in adapting support to help people achieve outcomes that were important to them.

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

People who used the service were supported to maintain relationships, participate in community life and make choices about how they lived their lives. The provider supported access to social, cultural, faith-based and leisure activities and recognised the importance of maintaining social connections and personal identity.

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.

Care was organised around people's preferences and lifestyles. Visit times were planned to meet individual needs and support was adjusted as health conditions changed, however, communication for last minute rota changes wasn’t always communicated to people using the service or their relatives. The provider demonstrated flexibility, including introducing support gradually for people who were anxious about receiving care. Relatives of people who used the service told us staff were able to tell when people’s needs changed unexpectedly.

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

The provider promoted a supportive culture where staff wellbeing was valued. Staff had access to debriefs, on-call support and wellbeing conversations. The management team demonstrated a commitment to supporting staff during challenging circumstances and creating an open environment where concerns could be discussed. Staff we spoke to told us during their maternity they received support from management however; another staff member told us they had missed out on their 10-year anniversary gift from the company. The provider told us they had updated their recognition policy to ensure there was consistency in their staff recognition process.