The Care Quality Commission
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Archived: Bluebird Care (Rushmoor & Surrey Heath)

Cedar House, Cedar Lane, Frimley, Surrey, GU16 7HZ (01276) 683577

Provided and run by:
Scoona Ltd

Important: This service is now registered at a different address - see new profile

All Inspections

16 January 2014

During a routine inspection

When we arrived for our visit we were met by the registered manager and the director of the service.

We found that people who used the service were always being asked by staff if they consented to their care, and their right to refuse care was being respected. The people we spoke with said that carers were always polite and courteous, and asked their permission before offering care. We also found the provider had a process in place to deal with situations where decisions had to be taken in a person's best interest.

We found that people were generally happy with their care and that staff engaged with people in an appropriate and sensitive manner. People said things like: 'the carers are excellent' and that there were 'one or two superstars'. We also found that people's needs were being properly assessed, managed and reviewed.

We found that people were being properly protected against abuse and staff were able to identify, respond to, and report abuse. All the people and relatives we spoke with said they felt safe having carers in their home.

We found that there were enough staff to provide proper staffing cover at all times. However, some people and staff we spoke with said they thought there was not always enough time allowed for between visits.

We found that the provider was regularly obtaining feedback from people and staff. We also found that the provider was developing systems to monitor and assess the whole service on a regular basis.

5 December 2012

During an inspection looking at part of the service

We spoke with people who used the service and they told us that the staff they saw were very kind and efficient. One told us, 'They know exactly what they're doing and nothing is too much trouble for them'.

A recently joined member of staff told us, 'I think the company is very good at matching care staff to the needs of the customer". We found that care plans were thorough and that the planned care recognised the needs and preferences of people using the service

The manager told us that the staff induction programme had been extended which allowed one whole working day to be dedicated to the safe management of medicines. We found staff to be aware of the requirements on them and confident in managing medicines.

In relation to the selection of staff the manager told us, 'We recognise the importance for our customers of selecting the right people. We take references very seriously'.

We found that people were cared for by staff who were supported to deliver care safely and to an appropriate standard.

The service was operating with a manager registered with the Care Quality Commission for the regulated activity of providing personal care.

7 March 2012

During an inspection in response to concerns

We undertook telephone surveys with a sample of people who used the service to ascertain their views about Bluebird (Rushmoor and Surrey Heath) and the service they received from the domiciliary care agency. There were some people who were not able to converse with us therefore we spoke to their relatives.

People we spoke to told us that none of the agency staff administered their medication.

They told us that members of staff at the service were kind and understanding and they would do anything they were asked to do. They stated that the staff respected their privacy and they treated them in a dignified manner.

Some of the people we spoke to told us that staff did not always turn up on time. They told us that this can vary from week to week; some staff would be ten minutes late. They stated that they were not always notified that the staff would be late. Some people told us that staff also arrived before the allocated time.

One person told us that they had a missed visit as the member of staff had been sent elsewhere. Another person informed us that a night time visit was missed; however, they did have a discussion with the director about this.

People who used the service told us that members of staff were polite and caring. They stated that staff would do extra work and they stayed for the allotted time.

People told us that they could book extra visits from the service at any time and they would always be accommodated.

All people we spoke to told us that they believed the staff had received training and that they always knew what they were doing.

18 May 2011

During a routine inspection

People who use the service told us that it was their decision to use the service. They told us that the service has an excellent reputation in the area that they live. They said that the manager undertook an assessment of their needs, and that they and their family were involved with the assessment and writing of their care plan. They stated that they were involved in making choices about the care and support they receive, and they can choose to change any part of their care plan at any time.

All the people we spoke to told us that staff did not prepare any meals for them. One person told us that they would make a cup of tea, and even toast in the morning if they asked them to.

We were told by people that they felt very safe with all staff who visits them. They said that staff are honest, and respect their privacy and dignity. If they ever felt that they were not being kept safe they would immediately contact the manager or the supervisor for the service.

All the people we spoke to told us that staff did not administer any medication.

We were told that the agency provides them with more than one member of staff in case their allotted person takes annual leave or has time off sick. They told us that if a new member of staff is to be provided, then the manager arrives at their home to undertake introductions, and stays with the new member of staff until they feel confident to conduct the visit on their own. They told us that a visit has never been missed, but if a visit has been delayed due to unforeseen circumstances, the manager would always telephone to let them know.

All people spoken to were complimentary about the staff at the service, they told us that the staff were excellent, always listened to them and treated them respectfully. One person told us that they thought all the staff were well trained and knew exactly what to do.

People who use the service told us that they have been provided with information on how to make a complaint, but they have not had the need to make a complaint.