Bluebird Care (Leicester, Hinckley, Bosworth and Blaby)

People's experience of using this service: • People were protected from the risk of harm. Staff had been trained in safeguarding people and understood how to assess, monitor and manage their safety. A range of risk assessments were completed, and preventative action was taken to reduce the risk of harm to people.

• People were supported with their medicines in a safe way. People's nutritional needs were met, and they were supported with their health care needs when required. The service worked with other organisations to ensure that people received coordinated care and support.

• People were protected by safe recruitment process which ensured staff were suitable to work in care services. There were enough staff to meet people's needs. All staff received training for their role and ongoing support and supervision to work effectively. Some staff received specialist training for people with complex needs.

• People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. The provider followed the principles of the Mental Capacity Act, 2005 (MCA) in planning and delivering people's support. People's consent was obtained before they were supported.

• People were involved in their care as far as possible and care plans were regularly reviewed and updated as people's needs changed. Where appropriate people's relatives were involved in planning and reviewing people's care.

• Staff were provided with clear guidance to follow in the care plan which included information about people's preferences, daily routines and diverse cultural needs. Staff had a good understanding of people's needs and preferences and worked flexibly to ensure people's care needs were met.

• People's relatives were happy with staff who provided their relations personal care needs and all had developed positive trusting relationships.

• People and their relatives were encouraged to provide feedback about the service which was used to assess the quality of the service and to make any improvements. The provider had a process in place which ensured people could raise any complaints or concerns and people felt comfortable to do this should they need to. The provider had received many thank you cards and questionnaire feedback which included

positive comments regarding the care staff provided.

• The registered manager and provider were aware of their legal responsibilities and provided leadership and supported staff and people who used the service. The registered manager and staff team were committed to the provider's vision and values of providing good quality, person centred care.

• The provider's quality assurance system to monitor and assess the quality of the service was used effectively to improve the service. Lessons were learnt when things went wrong, and improvements made to prevent re-occurrences. The provider worked in partnership with other agencies to meet people's complex and diverse needs and people's health and well-being was continuously monitored at the service.