Bluebird Care North Hampshire & West Berkshire

The provider was constantly evolving the service through the implementation of new technology. The benefits to this helped make the service safer and more accessible for people.

The provider had nurtured an inclusive, positive culture within the service. They had an excellent understanding of protected equality characteristics and was committed to ensuring people and staff were not discriminated against in any way.

There was a strong sense of social responsibility, which translated into the provider playing a key role in keeping people connected with their community by avoiding social isolation. The provider viewed the wellbeing of people and staff as of paramount importance, investing time and resources to ensure they felt valued and cared for.

There were effective systems to monitor the quality and safety of the service. There were clear lines of accountability through all branches of the staff team, meaning that performance was under constant review, which promoted a culture of continuous improvement.

There were systems to deal appropriately with complaints and gain people's feedback about the service. The provider was open to suggestions and used this feedback to make improvements.

People were involved in developing and reviewing their care and told us they were given choice and control about their care arrangements. People's care plans clearly identified the help they needed and where they wished to remain independent.

The provider understood how to provide responsive and empathetic end of life care. People were treated with dignity and respect and their privacy and confidentiality were upheld.

There were enough staff in place to meet people's needs. The provider had systems to monitor staff utilisation, which meant that informed decisions were made about how the business could sustainably grow.

There were appropriate systems in place to gain people's consent to care. 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.