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Bluebird Care Great Yarmouth and Lowestoft

We are carrying out a review of quality at Bluebird Care Great Yarmouth and Lowestoft. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating

Updated 14 January 2021

About the service

Bluebird Care Great Yarmouth and Lowestoft is a domiciliary care agency, providing personal care to people living in their own homes. There were 15 people receiving personal care at the time of the inspection. 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

People’s risks including those associated with their health conditions had been assessed and mitigated, and safe management of medicines systems had been implemented.

We found recruitment systems were robust and staff were supported on the whole effectively in their roles through planned supervision and unannounced spot checks. Most staff informed us they were content with the training provided but some staff found the induction training was rushed. People using the service told us that the staff were kind and spent the agreed amount of time with them. This was confirmed by staff although some staff considered that they did not always have enough traveling time between call visits.

The service had an IT system which supported the planning and monitoring of the service with regard to staff leaving and arriving at the persons home. However, the service did not at the time of inspection have a policy for the recording of late visits or missed visits. This was being addressed by the provider and the new manager commencing in post later in the week of our inspection.

We found systems for checking the quality and safety of the service had not as yet been fully established. Complaints were recorded in the relevant care plan and the action taken including the provider being aware of the duty of candour. However, there was no file where complaints and compliments were recorded making finding this information difficult. The service did have a policy for safeguarding and staff had received training in this subject. The service did not have a safeguarding log where safeguarding information was recorded. We found relevant information regarding safeguarding was recorded within the daily notes and care plans.

People who used the service and relatives were asked for their views from care plan reviews and telephone calls from the senior staff to check upon their well-being. Information was used to improve the service and make any necessary changes. Feedback from people who used the service and their relatives was positive. They described being involved in making decisions about their care and told us they felt safe and comfortable in the company of the staff who knew them well and were reliable and competent. At the time of our inspection the first survey of the service performance was being planned.

Staff followed safe infection control processes which protected people from the risks of infection and, specifically Covid-19.

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.

The service learnt lessons and had asked for the support of the Bluebird organisation to carry out a service governance audit and the provider had acted upon the findings.

We have made recommendations for the recording of and management of late and missed care call visits, complaints and safeguarding.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

This service was registered with us on 07 October 2019 and this is the first inspection.

Why we inspected

We received concerns in relation to the management of risk, staff training and possible missed care call visits. A decision was made for us to inspect and examine those areas of risk. As a result, we undertook a focused inspection to review the

Inspection areas


Updated 14 January 2021

Risk to people from receiving care and support were being managed safely.

We were somewhat assured the service were following safe infection prevention and control procedures to keep people safe.


Updated 14 January 2021


Updated 14 January 2021


Updated 14 January 2021


Updated 14 January 2021

We have not rated at this inspection. This is because we only looked at the parts of this key question, we had specific concerns about and the service had not been rated before as this is the first inspection.