Bluebird Care Hounslow & Chiswick

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People received personalised care which met their needs and reflected their preferences. People received care which met their diverse needs.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received personalised care which met their needs and reflected their preferences. People were involved in planning and reviewing their own care. People were cared for by the same regular care workers who knew them and understood their needs.

Staff told us they had the information they needed about people who they were caring for. They said care plans were clear, and they had allocated tasks they supported each person with. Staff demonstrated a good understanding of people's individual needs.

People told is they were supported to access external support if needed. One relative commented, “They were excellent at helping [person] get the right people especially coming out of hospital and I think it was a good situation to discuss [their] needs and get what [they] needed”

Staff and managers told us they worked with external agencies to help people have continuity of care.

External professionals told us they had good communication with managers at the agency.

The provider's assessments of people's needs included identifying any needs they had with continuity of care.

People told us they had information about the service and copies of their care plans.

Staff explained they were given information about the agency as well as their roles and responsibilities.

The managers completed a monthly report which they shared with staff and were planning a newsletter to distribute to all stakeholders.

People were able to share their views through surveys. People told us complaints were responded to and acted on.

Staff told us they advocated for people if needed.

There were systems for receiving, investigating and responding to complaints. We saw records showed these had been investigated and learnt from.

People’s records showed there was regular and consistent input from health care professionals. Relatives told us staff could access health care support for people when needed.

Staff and the registered manager were able to describe how they supported people with reasonable adjustments.

Feedback from external care professionals was positive.

A system was in place to support people to access health care providers. Information was readily available to people, relatives and staff as required.

People told us their needs were respected and met.

Staff explained they had undertaken training in equality and diversity.

The provider tried to match staff with people to make sure they could meet their cultural, religious and language needs.

People were asked about their preferences for the future.

Staff undertook training to understand about providing good quality end of life care.

People's care plans included information about any future plans and end of life care if needed. No one was receiving support with end-of-life care at the time of our assessment.