The Care Quality Commission

Archived: Holly Rise Consultants Limited t/a Bluebird Care

Charter House, 1 Southbourne Business Park, Courtlands Road, Eastbourne, East Sussex, BN22 8UY (01323) 414695

Provided and run by:
Holly Rise Consultants Ltd

All Inspections

4 February 2013

During a routine inspection

We spoke with four people who used the service and five staff members, including the care supervisor. We also spoke with the nominated individual of the company.

People told us that they received the care and support they required to meet their needs. They said that they were aware of what care was to be provided, when and mostly by whom. Comments included, 'I could not manage without them, they are very good.' And 'I am very happy with the care and the staff who provide it.'

We reviewed the recruitment practice and found the practice followed was thorough.

We looked at the systems and processes the agency had in place to respond to complaints and to protect people from abuse. These processes ensured complaints could be raised and that they were investigated. Staff knew what constituted abuse and what to do if it was suspected.

5 December 2011

During an inspection looking at part of the service

We spoke with three people who received personal care services from the agency. They were all positive about their experiences of Bluebird Care and described the agency as 'very good'. One person told us that the agency managed their medication well and arranged all of their appointments with other healthcare professionals. Staff were described as being 'competent', 'kind' and 'well trained'. People told us that they received a 'reliable' service from the agency and that if things did change, that this was due to 'acceptable reasons'. People informed us that they had good communication with the office staff and found them 'helpful' and 'approachable'.

25 July 2011

During an inspection in response to concerns

We spoke with seven people who were in receipt of services from Bluebird Care Eastbourne and Wealden. This number equates to more than 20% of the people who received personal support from this agency at the time of our visit.

People using this agency described their experiences as being 'very good' and told us they were 'very happy with the care' and received 'an excellent service'. People described their regular care staff as 'very kind and caring', 'wonderful' and 'as good as you get from an agency'.

Overall people said that they were satisfied with the service they received, especially from their main care staff. They told us that sometimes they got different care staff and that when this happened the standard of care varied and that the quality of the support was 'hit and miss'. One person described having new care staff as 'being in a whirlwind', but said that this was inevitable when care staff left the agency.

People told us that the agency usually informed them when there was a change to their expected care staff, although we were told that this did not happen all of the time. People said that care staff tended to arrive at expected times and that staff were 'never very early or very late'.

People told us that they were able to contact the agency if they needed to and that the office staff would check on them if they were unwell. People said that when their needs had changed, the agency had helped to change their care package to reflect the support they required.