Watra Care Solihull

Updated 11 May 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team: This inspection was carried out by one inspector.

Service and service type: The service is a 'domiciliary care agency' providing care to people living in their own homes in the community including those with physical disabilities and people living with dementia. Not everyone using Bluebird Care (Birmingham West) receives a regulated activity; The Care Quality Commission (CQC) only inspects the service being received by people provided with 'personal care'; help with tasks relating to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of our inspection, 50 people were receiving a regulated activity.

The service had a manager registered with the CQC. 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 to ensure we would be able to access the office.

Inspection site visit activity started on 22 March 2019 and ended on 28 March 2019. We visited the office location on 22 March 2019 to see the registered manager and office staff; and to review care records and policies and procedures.

What we did: Before we inspected the service, we reviewed information we held about the service, to help inform us about the level of risk for this service. Providers are required to send us key information about their service, what they do well, and improvements they plan to make. This information is called a Provider Information Return and helps support our inspections. We also contacted the local safeguarding team and commissioners.

During the inspection, we reviewed two people’s care records and two medication administration records. We also looked at a selection of documentation in relation to the management and running of the service. This included quality assurance audits, complaints, accident and incident records, recruitment information for two members of staff, staff training records and policies and procedures.

We spoke with two people who used the service and four relatives. We also spoke with three members of staff, the registered manager and nominated individual.

Updated 11 May 2019

About the service: Bluebird Care (Birmingham West) provides support to people in their own homes including people with physical disabilities and people living with dementia.

People’s experience of using this service: Staff had awareness of safeguarding and knew how to raise concerns. Steps were taken to minimise risk where possible. Staff supported people to manage their medicines safely. Systems were in place to recruit staff safely and they were equipped with the skills required to provide effective care and support.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Staff supported people to monitor their wellbeing, access healthcare and maintain a nutritious diet.

People were supported by regular staff which provided continuity. Staff were matched to people based on their needs and preferences. Staff had developed relationships with people and knew them well; people received person-centred care as a result. Staff promoted people’s independence and treated them with dignity and respect.

Thorough assessments of people’s needs were completed and person-centred support plans were developed which were outcome focused. People’s care was regularly reviewed and people were involved in making decisions about their support. The service was responsive to people’s needs and electronic records meant updates could be shared quickly and the delivery of care could be monitored in a timely manner.

The registered manager created a positive team culture that was open and transparent and where staff felt supported. Their passion and commitment to providing high quality care and support for people was shared amongst staff. Robust quality assurance systems were in place to ensure a good standard of care was provided. The service embraced new ideas and learning, including using technology to continually improve their delivery of care.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection: Good (report published 29 July 2016).

Why we inspected: This was a planned inspection based on the previous rating.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.