10 April 2013
During a routine inspection
At this visit to Bluebird Care offices in Lichfield we spoke with senior staff and two care staff. We contacted and spoke with six people on the telephone.
After the inspection we contacted people and their relatives who used the service to obtain their views of Bluebird Care. We spoke with six people. People told us that the care workers supported their care needs in the way they had agreed. People said that they felt that care workers spoke with them nicely and listened to their requests. Other comments we received from people included, 'Perfectly happy' and 'They did what they said on the label'. However we received one comment which suggested that communication could be improved. One person told us that changes had been made to the time of the morning visit to their relative and this change had not been discussed with them.
Information we received from care staff told us that they felt the service had recently started to improve.
We saw that the procedures for handling complaints had improved. We found that robust quality monitoring systems had been introduced to ensure that ongoing improvements could be made to the service.