Bluebird Care

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. At the time of the inspection they were providing care and support to 130 people.

People were happy with the standard of care and support provided to them. Comments included, "They (staff) really understood what I needed. It has been very reassuring having their visits" and "They take time to worry about you, it's not just a job, you can tell they are about the people as well".

An area for improvement identified by people was the timing of their visits. These were described as "erratic" at times. An improvement plan had been developed to address these issues. This included, contacting people to understand their expectations; a review of the specific geographical areas to reduce travel time for staff, and on-going recruitment of staff.

People said the service was safe. Comments included, "I feel nice and safe, they don't rush me…" and "Yes I feel safe. The care is excellent really and the staff are lovely". Staff ensured people were safe from harm. Risks to people were assessed and procedures were in place to help keep people safe.

The provider's systems protected people from the risk of abuse. Staff were aware of their responsibilities with regards to safeguarding people. Medicines were managed safely, and people were protected from the risks associated with the spread of infection. Infection prevention and control policies and practice kept people safe.

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 said staff were kind and considerate and encouraged them to maintain their independence in a professional way. Staff respected people's right to privacy and dignity. Comments included, "They're very kind, very considerate, understand me and mostly my needs" and "I haven't had any problems and there's a couple (of staff) that are exceptional".

People had care plans which reflected how they wanted to receive their care. Care plans were reviewed regularly. People and relatives were involved in the planning of care. People knew how to raise concerns.

Incidents and accidents were monitored by the registered manager. Where accidents and incidents occurred, the registered manager ensured appropriate action was taken for people to reduce the likelihood of injury or reoccurrence.