Bluebird Care (Eastbourne & Wealden)

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were safe and protected from avoidable harm.

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 had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Staff had been supported and encouraged to report any safety concerns and events quickly. Staff told us they now knew what procedures to follow when thy needed to report anything. They were also confident that once reported the management team responded to any issue quickly. One told us, “We fill in the right forms and speak to office staff with any concern, which is taken seriously and responded to.”

The registered manager confirmed how lessons were learnt. For example, following a safeguarding investigation when she first came to the service that identified some gaps in staff knowledge and understanding. She arranged all staff to complete further training including a full and comprehensive induction programme.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services.

People were fully assessed before a package of care was offered. This included a review of any equipment or specific care needs that needed to be addressed. This could include a review with an Occupational Therapist. If people were being discharged from hospital the assessment included an assessment at hospital and the home environment with a relative if appropriate. This ensured a smooth transition of care including the provision of equipment like hospital beds if needed.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately.

All staff had completed safeguarding training and understood the importance of safeguarding people. Recent safeguarding records confirmed staff were vigilant and raised any concern with the managers for further investigation. The registered manager had worked closely with the local authority to clarify clear reporting procedures that were now in place. The management team understood their responsibilities and worked with the local authority and other agencies to protect people and their rights. Suitable safeguards were reported, and records were maintained to monitor any investigation.

The provider worked with people to understand and manage risks by thinking holistically.

People’s risks were assessed with people and their relatives if appropriate and documented. A number of routine risk assessments were completed, and these considered the person's environment, care, support, and medicines. These informed staff of what actions they needed to take to keep people safe and reduce the risk of harm. These were available via the electronic care planning system on staff’s mobile phones. Staff told us, “We have all the information about people on our phones. We know people’s risks and what to do.”

Staff worked with specialist advisors to respond to risks effectively. For example, a Speech and Language Therapist (SALT) was involved in the management of any swallowing risk. Risks associated with the risk of choking were clearly recorded along with what foods were safe to eat within the care documentation.A red, amber, green (RAG) rating was also used to identify vulnerability when unforeseen circumstances affected the service.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

A full assessment of the home environment was completed before a package of care was agreed. This included an assessment of risks to people and to the staff attending. For example, outside pathways were assessed for risk of tripping and slipping. Any pets living at the home were also taken into account to ensure safety.

The office space used was risk assessed to support the health and safety of people working there and visiting. IT systems supported the safe storage and use of information to keep people and staff informed and safe.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

Training records and staff confirmed they received regular and comprehensive training to meet the needs of people. Staff all completed a thorough induction and a programme of regular training and updates. Additional training was also sourced when required. For example, specific training was provided to staff when attending people with additional needs. This had recently included practical training on the use of a medical device vital to support safe movement for one person.

Packages of care were only agreed if there were enough staff to provide a safe and quality service. People and relatives told us staff were well trained and had the skills to provide appropriate care and support. One relative said, “Staff are all fabulous so knowledgeable.”

Staff told us they were well supported and had the opportunity to develop their skills. One said, “I have a development plan and have been supported to do my training at my own pace.”

All staff receive regular supervision to support them and to ensure their level of competence. This was completed during observations of practice and during individual 1 to 1 time. These were found to be useful and effective for staff. One told us, “We have time to discuss everything, we are listened to for example our views on people’s care needs.”

Safe recruitment procedures were followed to ensure people were supported by staff who were fit and safe to support them. Recruitment records included satisfactory references, employment history, right to work and criminal record checks.

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.

Staff completed training on infection control. This included the appropriate use of personal protective equipment (PPE). Staff told us they had a good supply of PPE from the office. People told us staff used PPE and followed good infection control measures when supporting them. “They are always changing their gloves and washing their hands.”

Staff were given clear guidelines to follow to minimise the risk of cross infection. This had included additional safety measures when specific infections had been identified. In these cases, they had worked with the health protection agency to ensure best practice was followed.

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened.Suitable procedures and systems were in place for the safe management of medicines when included in the package of care.

Staff confirmed they completed appropriate training and had regular competency assessments when involved in the handling of medicines. Very clear guidelines were in place to ensure medicines were handled safely. For example, when people used PRN (as required medicines) staff contacted the office before administering these. This ensured the amount and suitability and safety of these medicines was monitored. Office staff ensured they were recorded within additional records each time they were used providing extra oversight of use.

The registered manager had completed a qualification on training people on the safe management of medicines.Observation confirmed staff were vigilant and double-checked prescriptions with the prescriber to ensure people received the right medicines and staff had clear and safe guidelines to follow.

A relative told us how staff ensured people received their medicines at the correct times. “Staff support them with medicines, and they need to take them after food. Staff are very efficient and on the ball.”