Bluebird Care (Waltham Forest)

Assessments of people's needs were carried out before they began using the service. Staff were supported in their roles through regular training and supervision. People were supported to make choices about their lives including what to eat and drink. The service worked with other agencies to meet people's healthcare needs. 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 told us staff were kind and caring and that they were treated respectfully. Staff understood how to promote people's privacy and independence. The service sought to meet people's needs in relation to equality and diversity. Confidentiality was promoted and information about people was not shared without proper authorisation.

Care plans were in place which were personalised around the needs of individuals. These were subject to regular review. The service met people's communication needs. People knew how to make a complaint and complaints received had been dealt with in line with the provider's procedures.

The service had a registered manager in place. Staff and people spoke positively about senior staff and told us they were supportive and helpful. Quality assurance and monitoring systems were in place, some of which included seeking people's views about the service.