Bluebird care (Central Bedfordshire)

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good.

This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service had a clear vision and values which were person centred and focused on dignity respect equality and safety.

Managers and staff understood these values and applied them in their work to support people effectively. Staff demonstrated a good understanding of equality, diversity and human rights and used this to provide compassionate and respectful care.

The registered manager promoted a positive culture of learning and improvement and monitored practice to ensure it reflected the service values. Staff told us they felt supported and able to contribute to improvements. For example, team meetings provided an opportunity for staff to listen to feedback, make suggestions and share ideas to drive improvement.

The provider had exceptionally inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They always did so with integrity, openness and honesty.

People, relatives and staff consistently described the registered manager as approachable, responsive and accessible. Comments from people included, “It is well managed. It is always very good communication when I speak with the manager.” Other comments from staff were, “The manager is very approachable and will act promptly to resolve any queries or issues,” and “The manager is supportive, approachable and listens to staff.”

Staff spoke positively about opportunities for development and feeling recognised and valued. One staff member told us following a promotion within the company, they had been encouraged and supported by the manager to explore options for further accredited qualifications to help build their career opportunities. This demonstrated the organisations commitment to staff development and supporting progression within the service.

People and relatives spoke highly of the service and its management. Feedback reflected strong satisfaction with the quality of care and communication. Comments we received included, “Out of 10 I would give them 11. I would recommend them. The contact and dialogue is good. I have admiration and respect for the company,” and “I have recommended them. They are brilliant, never let you down. Anything you ask they will do.” This demonstrated high levels of confidence in the management and the care provided.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

Staff told us they felt confident to speak up and said the management were approachable and responsive when concerns were raised, taking appropriate actions in a timely manner.

The organisation promoted equality diversity and inclusion across the workforce and worked to create a fair and supportive culture. Staff told us they felt treated fairly and were supported to raise concerns or share ideas. The manager encouraged open discussion and took action to address any concerns related to equality or staff wellbeing.

Policies and practices supported fair recruitment development and day to day working, and staff had access to training to improve their understanding of equality and human rights.

There was a positive culture where staff felt valued respected and empowered to contribute to improvements.

The provider demonstrated clear roles, responsibilities and systems of accountability. Governance arrangements were well established and supported the delivery of good quality and sustainable care.

A comprehensive quality assurance system was in place which included audits, spot checks and performance monitoring, which supported oversight of care delivery and helped identify areas for improvement. Information from incidents, complaints and quality checks was reviewed and used to inform service development.

Staff understood their roles and responsibilities and told us they received guidance and support to carry out their work safely.

Staff performance was monitored and concerns identified were discussed in supervision. Agreed actions were taken where necessary to strengthen staff practice and maintain the standards of the service.

The provider worked in partnership with people, other services, and organisations to support joined up care and improve outcomes.

Records demonstrated referrals and information shared by the manager and staff with health and social care professionals, ensuring people received appropriate and timely care and support.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

A comprehensive audit programme was in place. Findings were analysed to identify trends. Actions were taken to address areas for improvement, and positive practice was shared with staff to support consistency across the service.

People and relatives were involved in reviewing care and their feedback was used to help shape service delivery and improvements.