Bluebird Care Bromley

We found some improvement was needed to the provider's quality assurance system as it was not always effective at identifying issues. Some records were not always consistently accurate or up to date and this had not been identified by the auditing system. The provider's electronic system supported the quality monitoring of the service. The registered manager told us further improvements were being made to the system to help identify learning. The service sought feedback from people and their relatives via its website, phone contact and an annual survey to identify any improvements needed. The management team had developed positive relationships with other services.

Most people and their relatives were positive about the management of the service. Some people and some family members told us staff provided an excellent service. Two people and two relatives told us they had found communication from the office was not always reliable and that some newer staff were not always confident about their roles. We saw newer staff were supported by a buddy senior care worker and a field supervisor.

There were some very good aspects to service delivery. The provider assisted the continuity of care through a range of provision to support staff such as pool cars and additional floating staff. Information events were organised in partnership with other agencies to offer relevant information and a free Christmas social event was held to reduce isolation.

Assessments of people's care and support needs were carried out when they started to use the service. People were supported to eat and drink healthily and were supported to make their own meals, where possible. Staff received training and support to meet people's needs. The registered manager supported staff development and staff were offered a range of additional training. 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 support this practice.

People and their relatives told us they were consulted about their care and support needs. They said staff respected their dignity and privacy and were kind and caring. They were encouraged by staff to be as independent as possible. Relatives who accessed the provider's software system to check the care provided, told us they found this reassuring and helpful.

Staff received training in relation to people's protected characteristics to identify any areas where people may need support. Care plans were reflective of people`s likes, dislikes and preferences about the care they received.

Staff received training on end of life care and end of life care and support could be provided to people when required. People and their relatives knew how to make a complaint if they were unhappy with the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk