Bluebird Care (Market Harborough and Oadby)

Staff were aware of potential risks to people’s safety and understood how to report concerns. Risk assessments and management plans provided clear guidance for staff to follow, helping ensure risks were identified, managed appropriately, and people were supported safely.

Staff understood their safeguarding responsibilities and knew how to recognise and report concerns. The provider had effective systems in place to monitor, investigate and respond to safeguarding matters. When incidents or accidents occurred, appropriate action was taken to protect people and strengthen safety arrangements. Staff demonstrated a good understanding of safeguarding and risk management. One staff member told us, "We are encouraged to speak up if we have concerns. The management team take these seriously and work with people and their families to find safe solutions that respect people's choices while managing risks."

Where people were identified as being at risk of falls, appropriate equipment and risk reduction measures were in place to help maintain their safety and independence. Personal Emergency Evacuation Plans (PEEPs) were in place for people who required them to support their safety in the event of an emergency.

Medicines were managed safely, and medication audits took place. PRN ‘as required’ protocols were in place; however, records did not consistently demonstrate the effectiveness of PRN medicines following administration. The provider acknowledged this during the inspection and took action to strengthen recording practices and staff guidance.

People’s needs were assessed before care commenced, and regular reviews were undertaken to ensure support remained responsive to changing needs. Mental Capacity Act assessments were completed where required and were decision specific. Staff demonstrated a good understanding of gaining consent and supporting people to make decisions about their care. Staff consistently told us they sought people’s consent before providing support, which was reflected in feedback received from people and their relatives.

Staff were recruited safely and received the training needed to carry out their roles effectively. Staff spoke positively about the support they received from the management team and felt able to seek advice and raise concerns when needed. One staff member told us, "I feel the office responds appropriately to concerns and always takes the necessary action."

People’s needs were assessed before care commenced, and regular reviews were carried out to ensure support remained appropriate to their changing needs. The service worked collaboratively with healthcare professionals to monitor and promote people’s wellbeing, making referrals to external services where necessary to support people’s safety and health outcomes. Staff described working closely with people, relatives and other professionals to ensure care remained responsive to changing needs.

People’s care was planned and delivered in a person-centred way, taking account of their preferences, choices and individual needs. Where possible, care was provided at times that suited people and by a consistent staff team. Feedback from people, relatives and staff reflected the provider’s approach to delivering safe, personalised care. One staff member described adapting support to meet individual needs and told us, "We worked to build trust gradually, agreeing smaller steps that the person was comfortable with before progressing to other aspects of care." This demonstrated a flexible and individualised approach to care, helping people remain involved in decisions about their support and promoting positive outcomes.

The provider had effective systems in place to monitor the safety and quality of the service. Regular audits and reviews of care records were completed to identify any concerns, with prompt action taken to address shortfalls and drive continuous improvement.

Stakeholders spoke positively about their experiences of working with the provider. Feedback highlighted the provider's professional approach, knowledge of people’s needs and willingness to work collaboratively with others. One stakeholder told us, “Any time I have had anything to do with them [provider], they have been professional, knowledgeable and supportive.”

The provider had systems in place to recognise staff contributions through awards and other recognition initiatives. Staff spoke positively about these arrangements and the acknowledgement of their work.