Bluebird Care (Worthing)

At our last inspection we rated the service 'good' overall and in each key question area. At this inspection we found the evidence continued to support the rating of 'good' and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Following our previous inspection, the agency slightly changed their address for this service by relocating to a different office with the same premises. This did not include a change of postcode and services continued to be operated from the same premises location. Therefore, this is not a newly registered service as the Care Quality Commission (CQC) website indicates. For this reason, we are writing this inspection report as a 'return to good' service and not as the first inspection report for this service.

People were supported by a kind and caring staff and management team and without exception people told us that they were happy and felt safe with the care and support they received. Systems and processes including staff training enabled people to receive a safe service. Care staff worked hard to help people during their own time as well as during paid work hours. The registered manager had a very good understanding of new data protection legislation to protect people's privacy and had implemented new documentation ahead of the implementation date which ensured staff and people fully understood their rights in relation to their personal data and how the agency would use this information. Information was held securely for people with daily notes recorded electronically and stored in a password protected system.

People were treated with sensitivity and empathy by staff who knew them very well. People were involved with decisions about their care, with medicines being given safely to people. Risks to people were clearly understood and well managed. Staff were trained to support people who may experience behaviours that may challenge and supported people sensitively in these circumstances. Staff supported and encouraged people to live as independently as they were able to with those who may be living with dementia also being supported to engage in activities and experiences to promote their independence. People were provided with positive opportunities to enjoy favourite pastimes with staff support and encouragement which included outings to cafes and trips to the seaside.

People were involved in decisions about their care and staff supported people to receive a personalised service. People were supported to have maximum choice and control of their lives and staff supported them

in the least restrictive way possible. The organisational policies and systems in the service supported this practice. Staff and the management team had a very good understanding of the principles of the Mental Capacity Act 2005 and of how to support people to live the lives they wanted to but also to uphold the best interests for people. Staff supported people to access healthcare services when they needed to.

People received a responsive service that supported people compassionately at the end of their lives. The staff were well trained to provide appropriate and compassionate care and support to people which enabled them to have a comfortable, pain-free death. Relatives were very happy about the compassion and kindness their family members received. People understood how to raise complaints should they need to. People and their relatives told us they had not needed to make complaints about the services provided.

There was a registered manager at the service who had joined the agency since our previous inspection. The service was well managed by a professional management team with support from the franchise owners who were also the registered providers for this agency. There was a clear culture of continuous improvement with quality and safety being at the core of the business and care and support provided to people. People and staff were involved and engaged in the development of the service. Staff 'loved' working for the agency. One staff member said, "I am happy about everything, I always get support [from management]."

Further information is in the detailed findings below.

The five questions we ask about services and what we found