Bluebird Care (Ipswich) Also known as Better Lives (UK) Limited

Updated 3 January 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This announced comprehensive inspection was carried out on 5 and 7 December 2018. We gave the service 24 hours’ notice of the inspection because we needed to be sure that someone would be available.

The inspection activity started on 5 December 2018 and ended 7 December 2018. The first day was undertaken by one inspector. We visited the office and spoke with the managing director, registered manager, the care coordinator and three care workers. We reviewed 10 people’s care records, records relating to the management of the service, training records, and the recruitment records of three new care workers. The second day of our inspection on 7 December 2018, was undertaken by one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service. We spoke with six people who used the service and 11 people’s relatives on the telephone to gain their views of the service.

We reviewed information we held about the service, including the statement of purpose, their registration documents and notifications we received from the service. Notifications are required by law which tells us about important events and incidents and the actions taken by the service. We also reviewed information sent to us from other stakeholders for example the local authority and members of the public.

We used information the provider sent us in the Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

Updated 3 January 2019

Bluebird Care (Ipswich) is a domiciliary care agency. It provides personal care to people living in their own homes. It provides a service to adults. At the time of this announced inspection of 5 and 7 December 2018 there were approximately 100 people who used the personal care service. We gave the service 24 hours’ notice of the inspection to make sure that someone was available to see us.

At the service’s last inspection of 5 and 6 September 2017 this service was rated requires improvement overall. The key questions for effective, caring, responsive and well-led were rated good. The key question for safe was rated requires improvement. This was because improvements were required in the way the service managed people’s medicines and the ways that risks were assessed and mitigated. There was a breach of Regulation 12: Safe care and treatment of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. The service wrote to us to tell us how they were implementing the required improvements. At this inspection on 5 and 7 December 2018 we found that improvements had been made, there were no breaches of Regulation and the service was rated good overall and in all the key questions.

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

There were systems designed to provide people with safe care. Improvements had been made in how the service assessed and reduced risks to people. Improvements had been made in how people were supported with their medicines. Risks to people were managed, including risks from abuse and in their daily lives. There were enough care workers to ensure that all planned visits for people were completed. Care workers were recruited safely. The service learned from incidents to improve the service. There were infection control procedures to reduce the risks of cross infection.

People continued to receive an effective service. Care workers were trained and supported to meet the needs of the people using the service. Where people required assistance with their dietary needs, this was provided. People were supported to have access to health professionals where needed. The service worked with other organisations involved in people’s care to provide a consistent service. The service understood and worked to the principles of the Mental Capacity Act 2005.

People continued to receive a caring service. People had positive relationships with their care workers. People’s dignity, privacy and independence were respected and promoted. People’s views were listened to and valued.

People continued to receive a responsive service. People received care and support which was assessed, planned and delivered to meet their individual needs. There were plans in place to improve how people’s end of life decisions were recorded, there were no people using the service who were at the end of their life. A complaints procedure was in place and people’s concerns were addressed.

People continued to receive a service which was well-led. There were systems to assess and monitor the service provided. Where improvements were identified actions were taken to address them.