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Archived: Bluebird Care (Hounslow & Chiswick)

Overall: Good read more about inspection ratings

Suite 107, Legacy House, Hanworth Trading Estate, Hampton Road West, Feltham, Middlesex, TW13 6DH (020) 8898 2349

Provided and run by:
Most Stars Limited

Important: The provider of this service changed. See new profile

Latest inspection summary

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Background to this inspection

Updated 20 February 2020

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 with 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. An Expert by Experience carried out telephone interviews with people using the service. An Expert by Experience is a person who has 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 the 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 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 14 January 2020 and ended on 16 January 2020. We visited the office location on 16 January 2020.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the inspection-

We spoke with three people who used the service and six relatives about their experience of the care provided. During the inspection we spoke with the registered manager, the managing director, care coordinator and field care supervisors. We received feedback from three care workers. We reviewed a range of records which included the care plans for four people and multiple medication records. We looked at the records for three care workers in relation to recruitment and supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence we found. The registered manager confirmed action had been taken to resolve the issues discussed during the inspection.

Overall inspection


Updated 20 February 2020

About the service

Bluebird Care (Hounslow and Chiswick) provides domiciliary care services for adults with a wide range of needs. The service offers support to people who require help with day to day routines, including personal care, meal preparation, shopping, housework and supporting people out into the community. At the time of inspection there were 33 people receiving support of which 30 people were supported with personal care. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

Care workers administered people’s medicines in a safe way and as prescribed. People told us they felt safe when receiving care. The provider had processes in place for the recording and investigation of incidents and accidents.

There were processes in place to investigate any concerns regarding the care provided and any complaints that were received. Risk management plans were in place providing care workers with guidance on how to minimise risks for people using the service.

There were robust recruitment processes and there were enough care workers sent to each visit to provide support based upon the care needs of people. Care workers received the training and supervision they required to provide them with the knowledge and skills to provide care in a safe and effective way.

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; the policies and systems in the service supported this practice.

Detailed assessments of a person’s support needs were completed before care visits started. Care plans described the care and support a person required and how they wanted it to be provided.

People using the service were supported to access the community to reduce the risk of social isolation.

The provider had a complaints process in place and people told us they knew what to do if they wished to raise any concerns.

There was a range of quality assurance processes in place to identify if any actions were required to improve the service. People using the service and staff felt the service was well-led.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was good (published 19 July 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.