Bluebird Care Hounslow & Chiswick

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

There was a positive culture at the service. Staff understood the provider's values and wanted to provide good quality care. The management team were experienced, and staff felt well supported by them. There were effective systems for monitoring and improving the quality of the service.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff felt the service was a good place to work and felt they provided good quality care and support to people. The staff understood the organisational objectives and values.

The provider had improved systems and processes to help ensure there was a positive culture. These included developing quality monitoring systems, improving communication with people using the service and staff and asking for feedback. The provider had obtained external feedback and recognition from the franchisor who offered support and guidance.

Staff felt supported by the management team.

The nominated individual, who was also a director for the company, was involved in the day-to-day management of the service. They had employed an experienced manager who was in the process of applying to be registered with CQC. The management team had a good knowledge of individual staff and people using the service.

Staff knew how to speak up and felt confident doing so. They had opportunities to meet with senior staff to discuss their work and any concerns.

The provider had systems for staff to speak up and raise concerns, including raising these anonymously if needed.

Staff felt supported and felt their diverse needs were met.

The director and manager told us they tried to find ways to support and celebrate diversity. They supported staff to improve their English language skills. The provider had procedures regarding staff support, wellbeing and promoting equality and diversity.

Staff told us that the management team carried out assessments of their competencies and unannounced checks on their work. They said they had regular supervision and appraisals and were able to speak with managers about their work. The provider had recently introduced a new system for monitoring and reporting on the quality of care and the service. The manager carried out monthly reviews of all aspects of the service and used the information to analyse where improvements were needed and what was going well. They discussed their findings with the director and staff during weekly meetings. The provider used electronic systems for care planning, recording medicines and monitoring the service. Staff had training to understand about the electronic records. The systems the provider adopted allowed them to monitor care provision in real time and respond quickly if things went wrong. The provider had developed a risk register to identify and plan for any identified risks within the service. They analysed any late or missed visits and periods of high annual leave or staff sickness. They had developed contingency plans to help minimise the impact of these risks. The provider asked people using the service, relatives and staff to complete surveys about their experiences. The provider had a number of regular audits. There was evidence these had identified areas of concern and there were action plans in place to address these concerns and make improvements to the service.

The management team told us they worked with other professionals to help learn and develop the service. External professionals told us they worked well with the agency and found the management team open and transparent. One professional told us, ''The Director is progressive, forward thinking, and compassionate in [their] business dealings with us. We hope to collaborate for years to come.''

The provider was involved in a project to raise money for a national charity supporting people living with dementia. Their role included increasing awareness and taking part in fund raising events.

The management team told us they researched best practice to help them understand how to improve the service.

The management team took part in weekly meetings when they discussed the service and any areas of concern. They also reviewed changes in legislation, good practice guidance, policies, and procedures. Staff were updated with changes to any of these and provided with links so they could review the information. The provider had organised for staff to take part in a range of training and workshops to help them understand about their roles and responsibilities.