Bluebird Care (Reigate)

Updated 4 February 2020

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

Our inspection was completed by three inspectors and an expert by experience.

Service and service type

Bluebird Care (Reigate) provides personal care and support to people living in their own homes. Services are provided to older people, people with mental health needs, physical and learning disabilities and sensory impairment.

The service had a manager that was registered with the Care Quality Commission (CQC). A registered manager 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

Our inspection was announced. We gave 48 hours’ notice to ensure that the registered manager and the provider would be present at the office and to arrange home visits. The inspection took place on the 18 December 2019.

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 completed 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.

During the inspection

At the office we spoke with the provider, the registered manager and five members of staff. We reviewed seven people’s care records, medicine records, audits, recruitment records for staff and other records about the management of the service. With permission we also visited and spoke with two people in their homes to gain their views of care. We also spoke with three staff members who provided care to these people.

After the inspection

We undertook telephone interviews with five people and three relatives. We continued to seek clarification from the provider to validate evidence found.

Updated 4 February 2020

About the service

Bluebird Care (Reigate) provides care to people that live in their own homes. Services are provided to older people, people with mental health needs, physical and learning disabilities and sensory impairment. 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. There were 63 people receiving personal care at the time of our inspection.

People’s experience of using this service and what we found

People told us they had not had a missed call and we found that there were appropriate numbers of staff to cover the calls. Risks associated with people’s care was managed well that included good infection control and the management of medicines.

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. Staff received appropriate training in relation to their role and were encouraged to progress. People told us that they were supported with all healthcare needs and we confirmed this from records.

People and relatives told us that staff were kind, caring and respectful towards them. We saw examples of this during our home visits. People were supported and encouraged to remain as independent as possible and were involved in decisions around their care. Care plans were planned around people’s needs and staff were provided with sufficient guidance in relation to the this. Staff were knowledgeable about the needs of people and their backgrounds.

There was a comprehensive system in place to assess the quality of care provided. People and relatives knew how to complain and were confident that complaints would be listened to and addressed. People, relatives and staff thought the leadership of the service was robust and effective.

Rating at last inspection

At the last inspection the service was rated Good (the report was published on the 4 February 2017).

Why we inspected

This inspection was part of our scheduled plan of visiting services to check the safety and quality of care people received.

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 we receive any concerning information we may inspect sooner