Archived: Bluebird Care (Lambeth)

Updated 20 May 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 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 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 inspection took place on 13 April 2016 and was carried out by an inspector. The provider was given 48 hours’ advance notice because the location provides a domiciliary care service and we needed to ensure the registered manager was available.

Prior to the inspection, we reviewed the Provider Information Record (PIR). The PIR is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also reviewed the information we held about the service including any statutory notifications sent to us by the registered manager about incidents and events that had occurred in the last 12 months. A statutory notification is information about important events which the provider is required to send us by law. We used this information to help us plan the inspection.

During the inspection, we spoke with two care staff supervisors, three members of care staff, a care coordinator and the registered manager. After the inspection, we spoke with four people, three relatives, a district nurse and a social worker.

We reviewed five people’s care records and their medicine administration records. We looked at five staff records, staff training plans and duty rotas. We looked at monitoring reports relating to the management of the service including records of complaints and safeguarding incidents.

Updated 20 May 2016

This announced inspection took place on 13 April 2016. Bluebird Care (Lambeth) provides personal care to 70 people in their own homes in the London borough of Lambeth. At our previous inspection on 16 July 2014 the service met all the regulations we checked.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission 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.

Staff assessed people’s needs and identified any related risks to their health and safety. The registered manager developed support plans for staff to manage the risks safely.

People received the support they required in line with the legal requirements of the Mental Capacity Act 2005 (MCA). The service ensured people who lacked decision making capacity received the support they required to understand and make decisions relating to their care. Staff asked and received people’s consent before they provided their care.

Staff told us they were supported by the registered manager who they also said was approachable and friendly. Staff received training to develop their knowledge and skills to effectively meet people’s needs. The registered manager ensured staff received regular supervisions and appraisals on their practice and performance and agreed on learning and development plans. Staff used feedback to improve their practice and took up training to address any gaps in their knowledge.

Staff were polite to people and treated them with respect. People and their relatives were involved in planning and making decisions about their care and support. People received care and support which took into account their choices and preferences. Staff supported people to pursue their hobbies and interests.

People received the support they required to access healthcare services. Staff supported people to eat and drink as required and followed professional guidance regarding their nutritional needs were appropriate. People told us they were happy with the support they received with their eating and drinking.

The registered manager sought people’s and their relative’s views about the service through surveys and meetings and used their feedback to improve and develop the service. People and their relatives had positive feedback on the service and were happy on how support and care was provided. People and their relatives said the registered manager valued their contributions and listened to them.

The registered manager resolved people’s complaints to their satisfaction. Complaints were investigated and resolved in a timely manner and in line with the provider’s complaints procedure.

The registered manager reviewed the quality of the service they provided to people and took action to address any areas that required improvement. The registered manager audited care plans and risk assessments to ensure staff provided a high standard of care to people. The registered manager conducted checks on staff competency to administer people’s medicines and practice and ensured staff attended relevant training and received appropriate guidance when necessary.