Sage Home Care Limited t/a Bluebird Care (Wirral)

People's support needs and areas of risk were established from the outset; staff were familiar with the care needs of the people they supported and their likes, wishes and preferences.

Safe medication administration systems were in place. Staff received appropriate medication training and people told us that they felt 'safe' when receiving medication support from the care staff who supported them.

Staff were familiar with safeguarding procedures and knew how to report their concerns as a way of keeping people safe. There was also an up to date safeguarding policy in place; this contained relevant guidance for staff to consult.

People continued to receive support by staff who had been safely recruited. Safe recruitment procedures ensured that people received personal care by staff who had undergone the appropriate recruitment checks.

The registered manager disclosed that staffing levels had been a recent area of concern. However, she explained how this was being managed to ensure people continued to receive the care they needed.

Staff were supported with training, learning and development opportunities. Staff were very complimentary about the new registered manager and told us they found her approachable and supportive.

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 and relatives told us that the staff team were 'brilliant', 'kind' and 'lovely'. People we spoke with confirmed that the staff team delivered person-centred care that was tailored around their support needs.

The registered provider had an up to date complaints policy in place. People were provided with the complaint procedure from the outset and told us they knew how to make a complaint if they needed to.

People were encouraged to share their thoughts, views and suggestions in relation to the quality of care they received. Quality questionnaires were circulated and used as a measure to improve the provision of care people received.