Background to this inspection
Updated
13 February 2020
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
One inspector completed this inspection.
Service and service type
Bluebird Care St Albans is a domiciliary (home care) 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. 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
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 4 December 2019 and ended on 10 December 2019. We visited the office location on 4 December 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
We spoke with the registered manager, nominated individual (who is also the provider), operations manager and care team manager. We also spoke with two people who use the service, four relatives, three care assistants and one professional. We reviewed a range of records. This included two people’s care and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and other quality assurance records.
Updated
13 February 2020
About the service
Bluebird Care St Albans is a domiciliary (home care) agency. It provides personal care to people living in their own houses and flats. Not everyone using Bluebird Care St Albans received the regulated activity of personal care. 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. There were 30 people receiving the regulated activity of personal care at the time of the inspection.
People’s experience of using this service and what we found
People, relatives and staff were complimentary about the positive outcomes people achieved and the exceptional care provided. Numerous people told us about the way in which service provided went above and beyond. One relative told us, "The service exceeds what I would have expected. I feel very blessed."
The providers systems and processes enabled staff to place the person at the centre of the care and support they received. People were treated with dignity and respect and were encouraged to be independent. 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 told us they felt safe. Staff received training in safeguarding and knew how to report their concerns both internally and externally. Risks were managed appropriately. Staff were provided with regular guidance and support from the management team.
Staff were recruited safely and there were enough staff to meet people’s needs. Staff received regular training and were very positive about their induction to the service.
People were supported to manage their medicines appropriately. Any health needs were clearly identified in people’s care plans. Staff ensured that people were supported to access health services, where required.
Staff, people and their relatives told us the registered manager was approachable and listened to their concerns. They told us about the positive ethos at Bluebird Care St Albans and the kind, caring nature of staff.
Care plans were developed when people started using the service and were personalised. People told us that staff were responsive to their needs and supporting them in the way they wanted.
The provider had implemented a range of effective audits and governance systems to check the quality and safety of the care people received. The registered manager and wider management team monitored the completion of tasks daily. This allowed for the effective monitoring of patterns and trends and for learning to take place.
Rating at Last Inspection
At our last inspection, the service was rated Good (15 June 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor the service to ensure people receive safe, compassionate, high quality Care. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.