Background to this inspection
Updated
4 September 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated within the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection Team
The inspection was carried out by one inspector and an Expert by Experience, who undertook telephone conversations with people to gain their feedback on the quality of the services. An expert by experience is a person who had personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. The service had a manager registered with the Care Quality Commission. This means that they and provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. This included details about incidents the provider must notify us about, such as abuse. We used the information the provider sent us in the provider information return. This is information providers are required to send to us with key information about their service, what they do well, and improvements they plan to make. We used all of this information to plan our inspection.
During the inspection
Our inspection activity started on 19 August 2019 and ended on 20 August 2019. We spoke with 13 people who use the service and six relatives about their experiences of the care provided. We spoke with five members of care staff, one senior care worker, the care manager, the registered manager and director. We reviewed a range of records. This included a full review of six people's care plans, multiple electronic medication records and care logs. We also looked at records relating to the management of the service. These included systems for managing complaints, call monitoring systems and the provider’s audits and staff training records.
Updated
4 September 2019
About the service
Bluebird Care (Tamworth and Lichfield) is a domiciliary care agency providing personal care to people living in their own homes. It is a part of a network of franchises which are operated independently by the franchise holders. At the time of the inspection, 34 people were supported by the service, which covered the geographical area of Staffordshire and North Warwickshire. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where people receive this regulated service, we also consider any wider social care provided.
People's experience of using this service and what we found
People received safe care. Risks were assessed, and staff knew people they supported very well. The registered manager assured us additional detail would be added to risk management plans, so staff could refer to these for information if needed. People received their medicines as prescribed. Staff were trained and understood the importance of infection prevention and control.
People told us they had not experienced any missed calls. The provider’s call monitoring system identified if staff were running a few minutes late and office staff then notified people of this.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. Staff understood the need to gain people’s consent before supporting them with personal care.
People and relatives described staff as kind and caring. People had consistency in the staff who undertook their care calls and this helped promote an understanding of how people liked their support delivered.
People’ care plans were personalised to reflect their personal preferences and choices. Staff used information to engage with people to discuss topics or hobbies of interest to them.
People and their relatives were involved in planning their care and reviews of support took place. They were given opportunities to give feedback and the provider used this to identify where areas of improvement were needed.
The provider had systems and processes in place to check on the safely and quality of the services.
Why we inspected
This was a planned inspection based upon our inspection methodology. The service was registered with us on 10 September 2018 and this was the provider’s first inspection.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If we receive any concerning information is received, we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk