Bluebird Care (Merton)

This was a comprehensive assessment, and we reviewed all quality statements across the 5 Safe to Well-led key questions, identifying areas of good practice.

The provider acted promptly on learning and improvement needs, including those identified during the assessment. They took steps to strengthen risk-assessment recording, ensure appraisal actions were followed up, and improve the clarity and detail of mental capacity assessments.

The provider had a positive safety culture with effective systems in place to monitor incidents and learn from them. Safeguarding procedures were well understood and adhered to by staff. People’s medicines were managed appropriately, infection risks were controlled, and people consistently received reliable support from skilled staff.

The provider assessed and regularly reviewed people’s needs, involving them in care planning and using effective electronic systems to ensure care was delivered consistently. Staff worked well together and maintained strong communication with healthcare professionals, supporting people to live healthier lives and ensuring timely referrals.

Staff knew people well, treated them as individuals, encouraged independence, and responded promptly to their needs. The provider also promoted staff wellbeing through recognition and reward initiatives, helping maintain a positive culture that supported the delivery of person-centred care.

The provider delivered personalised care that adapted quickly to people’s changing needs, supported by consistent staffing and clear communication with people and their relatives. People felt listened to and received information in ways that suited them. Staff ensured equitable access to support, helped people stay connected with their communities, and supported future planning, including end-of-life care delivered with dignity. The service was well led, with approachable and inclusive leaders who promoted a positive culture based on respect, openness and continuous improvement. Effective governance systems ensured oversight of quality, and staff felt supported to speak up, develop their skills and work collaboratively. Feedback from people, relatives and professionals was used constructively, and the provider demonstrated ongoing improvement, supported by stable staffing and clear, consistent processes.