Bluebird Care Gosport

People and their relatives had trust and confidence in the staff and management.

The service was exceptionally proactive in recognising social exclusion and isolation and involved people in the life of the community. The service was person-centred, viewing their relationship with people using the service as a 'partnership' with emphasis on equality and diversity including cultural and lifestyle choice. The service worked in collaboration with and health and social care professionals to promote joined up care.

Computerised care plans were comprehensive with clear instructions for staff on how the person wanted to be cared for. People's interests and what was important to them was prominent in their care planning. Consent to care was agreed at every visit which allowed for choice at the time of care delivery, taking into consideration a person's preferred way of communication.

People and their relatives were confident that if they had concerns they would be dealt with appropriately.

Extremely effective systems were in place to monitor the delivery of care through feedback from people and relatives, audits, spot checks, staff observational supervision and quality assurance questionnaires. Lessons learned were documented and shared in staff meetings. Medicines administration records showed that medicines were taken as prescribed. People confirmed that staff followed infection control procedures and wore gloves and aprons appropriately to prevent the spread of infection.

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 providers policies and systems supported this practice. There was a clear focus on providing person centred care and staff understood the needs of people, their

past lives, their individual wishes and preferences. The provider understood the importance of social activities to people's wellbeing and went the extra mile to develop community resources to help people live as full a life as possible. The provider constantly strove to find ways of responding to people's needs and to address loneliness Staff received a comprehensive induction, refresher and specific subject training. The service promoted a learning and development culture to continually strive towards excellent care practice. They held regular coaching sessions with staff to promote positive experiences, dignity and high-quality care for people. The management team were open and transparent. The registered manager was passionate about supporting older people and had created a team of enthusiastic and dedicated staff. They provided excellent leadership and staff were clear about their role. The wellbeing of staff was viewed positively by management and was embedded within the culture of the service. Staff told us they felt valued and supported.