Bluebird Care Camden and Hampstead has been rated Outstanding overall by the Care Quality Commission.
The domiciliary care service was rated Outstanding for being caring, responsive and well-led. It was rated Good for being safe and effective during the inspection that took place in August and September 2019.
The service works predominantly with older people living with age related conditions such as dementia. It also provides care and support to younger people with physical and sensory impairments, learning disabilities and mental health needs.
People using the service consistently praised its management. Comments included: "Every time I call them they are so lovely. They always sort things out and make sure I know they are there for me. The managers are as good as the staff." A family member said: "They are very supportive. We can be a pain sometimes, but they are really calm and get any problems sorted out immediately. I would recommend them to anyone."
Another family member said: "We have tried other agencies, but this is the best. They keep in touch with us, so we always know what's going on with our relative. I can go online and check what staff have done and who is caring for him."
Staff members consistently praised the management of the service. Comments included: "There is someone available to talk to at any time if I have a problem. Whoever I speak with is always helpful and supportive," and, "This is the best place I have ever worked. The registered manager and office staff can't do enough to support us. I can't imagine working anywhere else now."
The provider had undertaken an annual satisfaction survey of people and family members’ views of the service. The results of the most recent survey showed high levels of satisfaction. Regular weekly monitoring of people's views had also taken place.
People's care and support records showed that staff had contacted health and social care professionals where there were any concerns. Staff had supported people to attend health appointments and care reviews where appropriate.
The provider was a proactive member of the local dementia action alliance and had developed many relationships with local dementia services and people living with dementia. This meant that the service was able to access information and training that was disseminated to staff.
People and family members consistently gave very positive feedback about the care provided. People's comments included: "Staff are exceptional. They always have a smile, and nothing is ever too much trouble for them," and, "It feels like I am being cared for by a friend. Staff take time, always listen and make sure things are done exactly as I wish."
People described the extra things that staff did that were over and above their care agreements. These included taking people out to activities, visiting people in hospital and staying on to support people when they needed extra help. The provider recognised and rewarded the additional support staff gave to people. The registered manager said: "Motivating our staff to work creatively in supporting people, means they are always seeking solutions, rather than thinking it can't be done."
Staff had received training in equality and diversity. This was regularly discussed at team meetings and during staff supervisions. A person had been matched with a staff member who spoke their first language.
The service provided dignity in care training for all staff and this was a regular topic at team meetings. Some staff had taken on the roles of Dignity Champions. A Dignity Champion is someone who believes passionately that being treated with dignity is a basic human right, Information about the10 point Dignity in Care Challenge (a set of principles on providing care with dignity) was displayed on the office wall.
Alison Murray, Head of Adult Social Care inspection in London said: “I am delighted that Bluebird Care Camden and Hampstead has maintained high standards and have once more been rated Outstanding overall. The service has improved further, so that the responsive domain has now been rated Outstanding. Previously it was Good.
“There is an open, honest, caring and positive culture across the service and staff demonstrated a high value base. The service worked with people holistically and staff understood the importance of ensuring that people were supported to maintain their interests and independence.”
You can read the report in full when it is published on CQC’s website at: https://www.cqc.org.uk/location/1-3023750265
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