Archived: Bluebird Care (Hull and Beverley)

This inspection took place on 18 May 2017 and was announced. The registered provider was given 24 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be in. This is the first inspection of the service since a change in registration.

There was a registered manager in post. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were cared for by staff who had received training in how to identify abuse and how this should be reported to protect people from harm. Staff were provided with personal protective equipment, this lessened as far possible the risk of cross infection. Staff were recruited safely and all employment checks were undertaken before they started working for the service. Staff were provided in enough numbers to meet people’s needs. People were supported to take their medicines when appropriate. Risk assessments were in place which instructed staff in how to keep people safe and to mitigate any potential risk.

Staff had received training which equipped them to meet the needs of the people who used the service. People who used the service who needed support with making informed decisions were protected by legislation and how this is applied to people living in the community. Staff supported people who used the service to eat a well-balanced and wholesome diet which was of their choosing. Staff contacted health care professionals when needed.

People were cared for by staff who were kind and caring, and who understood their needs. People or their representative were involved with the formulation of care plans, these were reviewed regularly and updated where needed. Staff understood the importance of respecting people’s privacy, choice and dignity, and could describe to us how they would uphold these rights.

The registered provider had a complaints procedure and this was provided to people who used the service. Staff had access to information which described the person and the way they wanted be supported.

The management culture was open and inclusive. The service provided out of hours numbers for people or staff to call in an emergency. Audits were undertaken of the service to ensure it was meeting people’s needs effectively. Surveys and face to face interviews were undertaken to gain people’s views about how the service was run, other stakeholders were also consulted. All results of surveys and interviews were collated and a report produced of the findings. Staff and management meetings were held on a regular basis. This ensured the service moved forward and made changes where needed.