Bluebird Care (Epsom, Kingston & Sutton)

People received their medicines safely. However, at the time of our inspection some people did not have sufficiently detailed and personalised information in their care records regarding some of their 'when required' medicines. After our inspection the provider updated the relevant people's medicines information to include this. The provider also put a new process in place to ensure people's records contained the necessary information and detail concerning their 'when required' medicines.

There were systems and processes in place to safeguard people from the risk of abuse. Staff had received safeguarding training and knew how to recognise and report abuse.

There were sufficient numbers of staff to meet people's needs and staff recruitment followed safer recruitment procedures.

Infection prevention and control followed best practice guidance and we were assured the provider was responding effectively to risks and signs of infection.

Accidents and incidents were recorded and reported. The provider used the information to identify why things had gone wrong and took action to improve the service.

Managers and staff were clear about their roles, they understood regulatory requirements and their duty to be open and honest with people when something went wrong. There were quality assurance systems in place and action was taken to improve the care provided when issues were identified. However, at the time of inspection not all the provider's audits were effective, as the provider had not identified the issues we found. During our inspection the provider put in place new processes to ensure their audits were effective

and would identify the issues in future.

We have recommended the provider reviews all their compliance systems and processes to ensure the procedures in place are robust and effective.

There was a caring and positive culture that was person-centred, open, inclusive, empowering and achieved good outcomes for people. People were supported to be as independent as possible. The provider engaged and involved people, their relatives and staff in people's care and the development of the service. Managers provided staff with a good level of support. People, their families, staff and managers spoke positively about each other and feedback from people and their families about the service was complimentary.

Staff worked in partnership with healthcare services, other professionals, and community organisations to meet people's needs.

Managers were proactive and engaged in a number of professional networks for sharing learning to improve practice.

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.