Bluebird Care (Gravesham & Dartford)

Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

The provider and registered manager used every possible opportunity to proactively seek, identify and promote improvements in the service for people and staff. Action plans ensured improvements were implemented. People, their loved ones, staff and the local public were effectively engaged in the service and feedback we received was overwhelmingly positive. Staff went beyond their roles to help improve people's quality of life and well-being. Staff worked well with other agencies to ensure people's needs were met. Staff well-being was cared for and the provider had made a strong contribution to the local community.

People and their loved ones we spoke with told us they felt safe and were happy with the care they received. There were enough suitable, well trained and safely recruited staff deployed to ensure people's needs were met. People always received their care visits and were not rushed. If carers were running late due to an unavoidable cause people were informed. Risks were well managed to keep people safe from harm and lessons were learnt from incidents to prevent them reoccurring. When people received support with their medicines this was done safely by competent staff. People were protected from the risk and spread of infection and had been well cared for to stay safe during COVID-19.

People received person centred care which met their needs and respected their choices by staff who knew them well. People were encouraged to maintain their independence and their communication needs were met. People and their loved ones were empowered to raise any concerns or complaints and consistently told us any concerns were dealt with. People were supported to maintain their interests as far as possible and to keep in touch with their loved ones during COVID-19. People received good end of life care.