Background to this inspection
Updated
11 March 2021
The inspection
This was a targeted inspection to check whether the provider had met the requirements of the specific concern we had about staffing levels and infection control. We will assess all of the key question at the next comprehensive inspection of the service.
Inspection team
This inspection was undertaken by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. 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
This inspection was unannounced.
What we did before 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. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.
During the inspection
We received feedback from six members of staff including the registered manager.
Updated
11 March 2021
Bluebird Care (Welwyn and Hatfield) provides personal care to people living in their own homes. At the time of this inspection there were 30 people receiving support with their personal care needs.
The service had a registered manager in post. 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.
The inspection of the office location took place on 15 June and 06 July 2017. We spoke with people and their relatives by telephone on 19 June and 04, 10 July 2017 to ask them for their feedback about the service people received.
At our last inspection of the service on 17 and 20 November 2015 we found there were not effective systems in place to monitor missed or late care calls and did not have sufficient systems in place to review, analyse and plan monitor the quality of care people received. At this inspection we found the provider had undertaken significant improvements to the quality of care people received.
People told us the service they received was responsive to their needs and that staff went the extra mile to encourage them with interests and hobbies. People at risk of isolation were supported by staff with visits to café’s, shopping etc. to maintain their community inclusion. Social activities were organised where staff and people were able to get together. People told us they felt able to raise concerns and complaints with the management team, and felt confident their concerns would be addressed.
Staff and the registered manager recognised people at risk of social isolation and they encouraged and organised the right support for people to access the community.
People were encouraged to retain or regain their independence by staff that recognised how important independence meant for people who often were living on their own. Staff told us they were well trained and mentored by the registered manager who supported them to understand how to provide care and support for people in a dignified way.
The management and staff team demonstrated a very strong and visible person centred culture and were committed to providing a service that placed people at the heart of everything they did. Staff employed to key caring positions had been with Bluebird Care (Welwyn and Hatfield) since they registered in 2012 so were familiar with both the organisational approach and people’s needs.
People told us staff were kind which in turn helped them to feel safe. People and staff told us there were sufficient staff to provide care to people and we found no missed calls had occurred for this year. Risks to people’s safety and wellbeing were positively managed with appropriate equipment in place to support people’s health needs. People were supported by staff that had undergone a robust recruitment process to ensure they were suitable to work with vulnerable people. People’s medicines were managed safely and people received their medicine as the prescriber intended.
People were supported by staff who were well trained and supported by effective leadership to develop their skills and provide effective care. Care staff received regular supervision of their conduct and practise. People's consent was sought and the service worked in line with the principals of the MCA where people lacked the capacity to make their own decisions. People were happy with the support given to them to maintain their weight and hydration and staff took appropriate actions to support their welfare. People were supported by a range of health professionals who were positive about working with staff from Bluebird Care Welwyn and Hatfield.
People and relatives told us that the service was caring, and that staff and management would go beyond their job role to support them. Staff demonstrated a caring attitude when talking about people and were able to describe in detail to us how they assisted people in an individual manner. People told us they felt listened to and that when they raised a worry or concern, staff responded positively and helped remove their anxiety by acting decisively. People told us that the attitude and care provided by the service had a positive impact of their life.
People told us they made their own decisions which were respected by staff who then supported them to retain as much of their independence as was possible. People told us a key part of retaining their independence was because they were involved in planning and regularly reviewing the support they needed.
The provider and registered manager carried out regular audits in areas such as medicines, care planning and health and safety. Visual spot checks were carried out regularly where staff competency was assessed and feedback was obtained from the person to complement this. The results of these audits formed the basis of both service improvement and development for staff.
The registered manager was a member of a reputable independent care provider association which conducted an independent survey involving people, relatives, staff and other stakeholders in giving feedback about the service they received. People felt the service was well managed and that the management team were visible. Staff felt confident in approaching the registered manager and felt they were supportive of them.