Bluebird Care (Canterbury and Thanet)

Updated 17 July 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by two inspectors.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission (CQC). This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced. We gave the service 48 hours’ notice. This was because the service is a domiciliary care agency and we wanted to make sure we were able to meet and speak with people and staff.

Inspection activity started on 20 June 2019 and ended on 21 June 2019. We visited the office location on 20 June 2019.

What we did before the inspection

Before the inspection we reviewed information we had received about the service since the last inspection. Due to technical problems, the provider was not able to complete a Provider Information Return online. They contacted CQC and arranged to send the information via email. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with four people and two relatives by telephone and visited three people in their homes to talk about their experience of the care provided. We spoke with six staff and the registered manager. We reviewed a range of records. This included four care plans and associated risk assessments, staff training and supervision records and a variety of documents relating to the management of the service.

Updated 17 July 2019

About the service

Bluebird Care (Canterbury and Thanet) is a domiciliary care agency which provides care and support to people living in their own homes. Support calls varied from a 15 minute welfare check to live-in care. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection 75 people were receiving personal care.

People’s experience of using this service and what we found

People told us they felt safe being supported by staff from Bluebird Care. People were protected from abuse, discrimination and avoidable harm. Staff recognised signs of abuse and knew how to report concerns. They were confident the right action would be taken to keep people safe. Risks to people’s health and well-being were assessed, monitored and regularly reviewed. Action was taken to keep risks as low as possible whilst respecting people’s freedom and choices. People continued to be supported by staff they knew and who had been recruited safely. People were supported to have their medicines on time and safely and were encouraged to manage their own medicines safely.

People’s health and social care needs were assessed and regularly reviewed. Records were kept up to date with any changes to people’s needs or preferences. Staff completed regular training to make sure they had the skills and knowledge to support people. People were encouraged to have a healthy and balanced diet and to drink enough. People were supported with appointments to their GP when needed. Staff worked with health care professionals, such as community nurses and occupational therapists, to make sure people remained as healthy as possible. 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.

People received care that was tailored to their individual needs. People told us they were treated with kindness. One person said, “They are kind and polite. I would say they are respectful”. A relative commented, “Every single one of the girls are smashing. We have a laugh and always have a chat. At my age having a sense of humour is really important”. People were encouraged to remain as independent as possible. People and their relatives were involved in the assessment, management and reviewing of their care. When people were unable to make decisions for themselves, the provider arranged for them to have support to make decisions. People knew how to complain but did not have any complaints about the service they received. Staff worked with health care professionals to support people at the end of their life to have a comfortable, dignified and pain free death.

The provider and registered manager worked cohesively with the staff team. They promoted an open and transparent culture where everyone was valued. Regular effective audits and checks on the competency of staff were completed to make sure people received a high quality of care and support. The service engaged with the local community. People were regularly asked to feedback about their experiences of using the service, so the provider could continue to drive improvements.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good. (Published 22 December 2016)

Why we inspected

This was a planned inspection based on the previous rating.