Bluebird Care Canterbury, Thanet, Folkestone and Dover

People's health and social care needs were assessed and regularly reviewed. Records were kept up to date with any changes to people's needs or preferences. Staff completed regular training to make sure they had the skills and knowledge to support people. People were encouraged to have a healthy and balanced diet and to drink enough. People were supported with appointments to their GP when needed. Staff worked with health care professionals, such as community nurses and occupational therapists, to make sure people remained as healthy as possible. 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.

People received care that was tailored to their individual needs. People told us they were treated with kindness. One person said, "They are kind and polite. I would say they are respectful". A relative commented, "Every single one of the girls are smashing. We have a laugh and always have a chat. At my age having a sense of humour is really important". People were encouraged to remain as independent as possible. People and their relatives were involved in the assessment, management and reviewing of their care. When people were unable to make decisions for themselves, the provider arranged for them to have support to make decisions. People knew how to complain but did not have any complaints about the service they received. Staff worked with health care professionals to support people at the end of their life to have a comfortable, dignified and pain free death.

The provider and registered manager worked cohesively with the staff team. They promoted an open and transparent culture where everyone was valued. Regular effective audits and checks on the competency of

staff were completed to make sure people received a high quality of care and support. The service engaged with the local community. People were regularly asked to feedback about their experiences of using the service, so the provider could continue to drive improvements.