Background to this inspection
Updated
26 January 2023
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 Health and Social Care Act 2008.
Inspection team
This inspection was carried out by one inspector and an Expert by Experience who made phone calls to people who use the service and relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
Registered Manager
This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.
At the time of our inspection there was a registered manager in post.
Notice of inspection
This inspection was announced.
We gave the service 24-hour notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 9 November 2022 and ended on 22 November 2022. We visited the location’s office on 9 and 16 November 2022.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.
During the inspection
We spoke with 17 people who use the service and 3 of their relatives on the phone and 1 person in the office. We spoke with 10 members of staff including the registered manager, the nominated individual, the provider’s quality manager, trainer and staff at a range of levels. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We looked at 9 care records and associated medicine administration records. We reviewed a range of records the provider uses to run the service such as policies and procedures, training records, recruitment records and quality assurance records.
Updated
26 January 2023
About the service
Bluebird Care (Bath and North East Somerset) is a domiciliary care agency providing personal care to people in their own homes. Some people also had live in carers arranged and monitored by the service. At the time of our inspection there were 60 people using the service.
Not everyone who used the service received 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.
People’s experience of using this service and what we found
People were supported by kind and caring staff who knew how to keep them safe from potential abuse. Most people and relatives thought there were enough staff who let them know if they were running late for visits. Alternatives were found when staff were not available. Risks had been assessed. Although in some care plans there were inconsistencies that were rectified during the inspection.
Staff had received enough training to meet people’s needs. When it was required, specialist training was sourced to meet people’s health conditions. New staff told us they received a good induction. People were supported with food and meals in line with their preferences.
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.
Care was personalised to each person’s needs and wishes. Improvements could be made on how accessible information was for them. Systems were in place to manage concerns and complaints. The service was well led and valued people and staff views. One staff member had won an award. Events were held so people were part of the community.
We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. We considered this guidance as there were people using the service who have a learning disability and or who are autistic.
People’s with learning disabilities and autistic people had a good quality of life. Communication books were in place to help staff understand people with limited verbal communication. Care plans considered the person holistically including aspirations and goals. Small improvements were found to enhance their lives further and ensure right support, right care, right culture was embedded in all practice.
Rating at last inspection
This service was registered with us on 11 October 2019 and this is the first inspection.
The last rating for the service under the previous provider was requires improvement, published on 8 March 2019.
Why we inspected
This inspection was prompted by a review of the information we held about this service.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.