Bluebird Care Mid Essex

People's experience of using this service: People and their relatives said the service was excellent and staff went above and beyond their expectation. We were told by people, "The [registered manager] is a guardian angel, so dedicated", "Their [staff] coming enables me to have a life rather than an existence. They lift my day and hopefully through caring for me I make their day", "They [staff] make me feel human, worth something and feel valued" and, "They [staff] are a class act."

Staff spoke with compassion when referring to the people they cared for. The caring ethos of 'people first' and 'people at the heart of the service', expressed to us by the provider and registered manager, was echoed in the comments made by the staff. This was reflected in the care people told us they received.

People appreciated the continuity of care from the same care staff who were punctual and always attended. People and their relatives confirmed that they received a weekly rota which was adhered to, with changes only occurring in unforeseen circumstances. People and their relatives had trust and confidence in the staff and management. Communication with the service was described as excellent by people, relatives, staff and professionals.

The service worked in collaboration with health and social care professionals, the fire service and the police to promote joined up care. 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. Computerised care plans were comprehensive with clear instructions for staff on how the person wanted to be cared for. 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.

Customer Handbooks were provided for people with information on the service including how to make a complaint. People and their relatives were confident that if they had concerns they would be dealt with appropriately.

Systems were in place to monitor the delivery of care through audits, spot checks, staff observational supervision and quality assurance questionnaires. Lessons learned were documented and shared with the management team and 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.

Safe staff recruitment practices were followed which included the involvement of the people using the service who were asked to complete a questionnaire on staff performance. People confirmed that new staff shadowed experienced staff, and that they were consulted beforehand for their consent. Staff received an initial induction, refresher and specific subject training. The service promoted a learning and development culture to continually strive towards excellent care practice.

People and relatives knew the name of the registered manager and confirmed that they and supervisors visited the people regularly for spot checks or lead by example through working with staff.

The wellbeing of staff was viewed positively by management, and staff told us they felt valued and supported.