Archived: Bluebird Care (Hillingdon)

People told us the agency had involved them in the way their care was delivered and the care workers were always punctual, polite, caring and friendly. We found that people's needs had been assessed and a detailed care plan was in place to meet their needs.

People who used the service were protected from the risk of abuse. Staff were aware of the steps to take if they had any concerns about a persons welfare and they had received safeguarding training. Staff received appropriate professional development. They had completed an induction programme, received regular training, supervision and annual appraisals.

There was a system in place to gain people's views of the service and people's feedback had been incorporated into the way the service was run.

People confirmed that they were involved with their care planning and their care was regularly reviewed with their involvement. People felt respected by staff and said that their dignity and privacy was always maintained. We found that people were visited prior to signing up for services to discuss the care they required and the costs involved.

We found that the people using the service were protected from the risk of harm as the provider had a good understanding of their role in safeguarding people from abuse. Staff were also aware of their role in protecting people and raising concerns.

There were good systems in place to manage the staff recruitment. Staff received training for them to carry out their job effectively.

People told us that they knew how to make a complaint and felt able to raise any concerns they had. The agency provided people with information on how to make a complaint when they first signed up for the service. There were no complaints recorded for the service at the time of our inspection.