About the service: This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults.

People’s experience of using this service:

¿ Staff had a good understanding of people's needs and provided person centred care which put people at the heart of the service. They continued to provide care in a way that ensured people had a good quality of life.

¿ People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

¿ Safe systems were in place to manage medicines, and safeguarding matters.

¿ There were enough staff available to ensure people's wellbeing, safety and security was protected. A robust recruitment and selection process was in place.

¿ People described the staff as compassionate, kind and caring. People had developed good relationships with people using the service.

¿ Information included guidance for staff so they could follow a structured approach which enabled them to recognise and manage people’s health conditions and behaviour.

¿ Staff understood the importance of supporting people to have a good end of life.

¿ People were involved with care planning and staff knew people well.

¿ Robust systems were in place to seek the views of people who used the service, and check the quality. Spot checks, care planning review meetings and audits were carried out on a regular basis.

¿ People’s feedback about the service they received were integrally used, to review the service and to make improvements.

¿ The management team and staff continued to find ways to improve the service and remain driven by their passion for caring for people, including those living with dementia.

¿ This service met the characteristics of Good in all areas; more information is in the full report

Rating at last inspection: This service was last rated Good. (1 September 2016)

Why we inspected: This was a planned inspection based on the previous rating.

Follow up: We will continue to monitor the service through the information we receive, and inspect the service, if risk is indicated.

The inspection took place on 17 March 2016 and was announced. The service met legal requirements at our last inspection in January 2014.

Bluebird Care Limited is a domiciliary care service that provides personal care to people living in their own homes. They predominantly provide a service for older adults, some of whom may be living with dementia or may have a physical disability. The service does not provide nursing care. At the time of our inspection there were approximately 75 people using the service.

A registered manager was in post at the service. 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.

Staff supported people to remain safe in their homes. There were sufficient numbers of staff to meet people’s needs and keep them safe. On-call arrangements worked well and there were comprehensive plans in place should there be an emergency. There were systems in place to manage medicines and people were supported to take their prescribed medicines safely. The provider had a robust recruitment process in place to protect people from the risk of avoidable harm.

Staff sought consent from people before providing care and understood their rights to make choices about their service. People were supported to have enough to eat and drink. Staff monitored people’s health needs and supported people to access health care professionals when needed.

People were treated with dignity and respect by staff. Staff knew people well and were sensitive to the needs of the wider family. People received support that was personalised and tailored to their needs. They were aware of how to make a complaint and felt that they were listened to by the registered manager.

Staff were enthusiastic about working for the organisation and felt supported in their role. The manager promoted innovation and supported best practice. The provider had systems in place to check the quality of the service.

We spoke with five people who used the service. The all confirmed that they were asked for their consent before they were assisted by the care workers from Bluebird Care. One person told us, "They tell me what they're going to do." This provided people with an opportunity to agree or refuse the proposed care.

People were complimentary about the care that they received. One person told us, "My care is excellent. I can't speak highly enough of them. They do everything I want them to do." We found that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

People were cared for, or supported by, suitably qualified, skilled and experienced staff.

The provider had an effective system to regularly assess and monitor the quality of service that people received.

We found that people had their views and experiences taken into account in the way the service was provided. Following our visit we contacted three people who use the service by phone. Everyone we spoke with said that they were very satisfied with the care provided by the agency and told us that they received care that met their needs and preferences.

We found that people experienced effective, safe and appropriate care, treatment and support that met their needs and protected their rights. They told us that their care workers were reliable, and provided all the care and support that they needed. One person told us, “They have provided everything I could have possibly hoped for. This is an exceptionally good agency.” Another person told us,” I am very pleased with it. They are approachable and flexible.”

We saw that there were safeguarding policies and procedures to be used in the event of an allegation of abuse being made. We found that staff had received training in safeguarding adults, The people we spoke with told us that they were confident that the care workers had the training and support to be able to meet their needs.

The provider had an effective system to regularly assess and monitor the quality of service that people received. People told us they were very satisfied with the service they received. We found that people were safeguarded by robust management of risks to their health, safety and welfare.