Bluebird Care (Richmond & Twickenham)

People and their relatives said they were not discriminated against and their equality and diversity needs were met. The staff were very well-trained, supervised, and appraised. The induction for new staff included valuable input from people using the service in person. People and their relatives praised the way staff provided care and conducted themselves, which more than met their needs and expectations. People said staff spoke to them clearly, and in a way and at a pace that they understood and explained things to them and their choices and options. Relatives said that regarding people with dementia, staff were very patient and repeated information as many times as was required for them to understand.

Staff encouraged people to discuss their health needs and these were passed on to other community-based health care professionals, if appropriate. The agency had cultivated and developed a professional's network that enabled seamless joined up working between services based on people's needs, wishes and best interests. This included any required transitioning as people's needs changed and interaction within the local community to reduce social isolation.

People were protected, by staff, from nutrition and hydration risks, and were encouraged to choose healthy and balanced diets that also met their likes, dislikes and preferences. People were supported to have maximum choice and control of their lives staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service support this practice.

People and their relatives were very complimentary about the way staff provided them with care and support, particularly field staff, with attention to small details making all the difference. People's rights to privacy, dignity and confidentiality were respected by staff. They were encouraged and supported to be independent and do the things, they could, for themselves. This promoted their self-worth and improved their quality of life. The agency provided staff who were very friendly, caring, and compassionate. They were also passionate about the people they provided a service for and the way they provided it.

People received person centred care and had their needs assessed and reviewed. They were supported to follow their routines, interests and hobbies, and reminded of their choices. People were provided with suitable information to make their own decisions and end of life wishes were identified, if appropriate and adhered to. Complaints were recorded and investigated.