This inspection took place on 27 and 28 September 2017 and was announced. Bluebird Care (Epsom and Kingston) is a domiciliary care service that provides personal care to people in their own homes. At the time of the inspection there were 72 people receiving personal care from the service.

The service has not previously been inspected, however it was previously registered at a different address.

The service did not have a registered manager in post. The registered manager had left their post the day before the inspection commenced. 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 director of the service had developed systems to keep people safe from harm and abuse. Staff had sufficient understanding of the provider’s policy on identifying, reporting and escalating suspected abuse. Risk management plans in place were reviewed regularly. Staff received on-going training in safeguarding.

The service employed suitable numbers of staff to meet people’s needs and keep them safe. On-going recruitment ensured adequate numbers of staff would be available during times of staff leave and sickness. However evidence on action taken to address late calls was not always clear.

People received their medicines in line with good practice. Staff had adequate knowledge on how to report concerns and identify errors. The service was participating in a trial scheme with a leading pharmacy to improve how medicines were managed within people’s own homes.

People’s consent to care and treatment was sought by staff. People were encouraged to make decisions about their care and support and had their decisions respected and implemented into their care plans.

Where agreed in people’s care packages, people were supported to have sufficient amounts to eat and drink to meet their preferences and dietary requirements. People’s health and wellbeing was regularly monitored and concerns reported to healthcare professionals as and when required.

People’s privacy and dignity was respected and encouraged. People confirmed staff supported them to remain independent wherever possible.

People received personalised care that was tailored to their individual preferences and responsive to their needs. Care plans were developed with people and their relatives and reviewed regularly to reflect their changing needs.

Where agreed in people’s care packages, people were supported to participate and engage in activities that reflected their preferences. Staff supported people both in their own homes and in the local community.

The service responded to concerns and complaints in a timely manner, seeking a positive resolution. The care manager (covering the service in the registered manager’s absence), had sound knowledge on the provider’s complaints policy. People were given a copy of the service guide which gave them information on how to raise a complaint and what to expect.

The service encouraged people to participate in the development of the service, through gathering feedback and forum meetings. People’s views were considered and changes to the service provision based on people’s suggestions.

Staff confirmed they felt well supported in their roles and could ask for support and guidance from office based staff. Staff spoke highly of the care manager and found her approachable and responsive.

The service actively encouraged and welcomed partnership working with other healthcare professionals to drive improvements within the service and effectively meet people’s needs.