Bluebird Care (Watford & Three Rivers)

People's experience of using this service: People told us they felt the care and support they received was safe. Staff received training in safeguarding and they knew how to report their concerns internally and externally to safeguarding authorities. People told us they could rely on staff and had good continuity of care. People told us staff arrived on time and if they were delayed they would be contacted. Staff received regular training, the supervisors observed their practical knowledge and competencies during unannounced spot checks. Risks to people`s well-being and health were well managed and regularly reviewed to ensure they were safe and protected from the risk of harm.

People and relatives told us they were very happy with the care provided by the staff. People and relatives confirmed staff were kind and caring and went the extra mile. People`s dignity and privacy were protected.

People and relatives told us the registered manager was approachable and listened to their concerns when they raised issues with them. Concerns or complaints were recorded and responded following the provider`s complaints policy.

Care plans were developed when people started using the service, risk assessments were developed for each identified risk to people`s health and wellbeing.

People were supported to have maximum choice and control of their lives and staff supported support 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 responsive to their needs and supporting them the way they wanted.

The service had policies and procedures in place which were based on current legislation and best practice guidance. Staff received updates when required to ensure lessons were learned when things went wrong.

The registered manager used a range of effective audits and governance systems to check the quality and safety of the care people received.