Background to this inspection
Updated
26 September 2019
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. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
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 homes.
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
We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be available to support the inspection.
Inspection activity started on 4 June 2019 and ended on 6 June 2019. This included visiting the office to speak with the registered manager, interview staff and review care records and policies and procedures.
What we did before the inspection
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 sought feedback from the local authority and professionals who work with the service. We used all of this information to plan our inspection.
During the inspection
We spoke with the registered manager, the provider of the service, business operations manager, care coordinator, three care supervisors and two care staff. We looked at four people’s care records including their medicine records. We looked at training records for the staff team and we examined nine staff members recruitment and supervision records. We viewed documents relating to the management of the service such as complaints and compliments, satisfaction surveys and quality audits.
After the inspection
We contacted ten people, seven relatives and two care staff by telephone to obtain feedback on the service. We also requested further documents and information from the registered manager.
Updated
26 September 2019
About the service
Bluebird Care Gosport is a domiciliary care agency providing personal care to people in their own homes. At the time of inspection there were 38 people using the service.
People’s experience of using this service and what we found
People and their relatives said the service was exceptional and staff went above and beyond their expectations. People looked forward to the carers visiting and enjoyed their company.
Staff spoke with compassion and genuine warmth when referring to the people they cared for. The caring ethos of person-centred, expressed to us by the provider and registered manager, was echoed in the comments made by the staff. This was reflected in the care people told us they received. People appreciated the continuity of care from the same care staff who were consistent and always attended. People and their relatives confirmed that they received a weekly rota which was adhered to, with changes only occurring in unforeseen circumstances.
People and their relatives had trust and confidence in the staff and management.
The service was exceptionally proactive in recognising social exclusion and isolation and involved people in the life of the community. The service was person-centred, viewing their relationship with people using the service as a 'partnership' with emphasis on equality and diversity including cultural and lifestyle choice. The service worked in collaboration with and health and social care professionals to promote joined up care.
Computerised care plans were comprehensive with clear instructions for staff on how the person wanted to be cared for. People’s interests and what was important to them was prominent in their care planning. Consent to care was agreed at every visit which allowed for choice at the time of care delivery, taking into consideration a person's preferred way of communication.
People and their relatives were confident that if they had concerns they would be dealt with appropriately.
Extremely effective systems were in place to monitor the delivery of care through feedback from people and relatives, audits, spot checks, staff observational supervision and quality assurance questionnaires. Lessons learned were documented and shared in staff meetings. Medicines administration records showed that medicines were taken as prescribed. People confirmed that staff followed infection control procedures and wore gloves and aprons appropriately to prevent the spread of infection.
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 providers policies and systems supported this practice.
There was a clear focus on providing person centred care and staff understood the needs of people, their past lives, their individual wishes and preferences. The provider understood the importance of social activities to people’s wellbeing and went the extra mile to develop community resources to help people live as full a life as possible. The provider constantly strove to find ways of responding to people's needs and to address loneliness
Staff received a comprehensive induction, refresher and specific subject training. The service promoted a learning and development culture to continually strive towards excellent care practice. They held regular coaching sessions with staff to promote positive experiences, dignity and high-quality care for people.
The management team were open and transparent. The registered manager was passionate about supporting older people and had created a team of enthusiastic and dedicated staff. They provided excellent leadership and staff were clear about their role.
The wellbeing of staff was viewed positively by management and was embedded within the culture of the service. Staff told us they felt valued and supported.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 01/10/2018 and this is the first inspection.
Why we inspected
This was a planned inspection.
Follow up
We will continue to monitor information 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.