This inspection took place on 6 July 2016 and was unannounced. On 7 and 8 July 2016 telephone interviews were completed with people who used the service. A further announced day of inspection took place on 11 July 2016. This was the first inspection of Bluebird Care (South Tyneside) following registration with the Care Quality Commission.

Bluebird Care (South Tyneside) is a domiciliary care agency which provides personal care for people living in their own homes to meet their individual social care needs and circumstances. Bluebird Care (South Tyneside) is registered to provide care for older people, people living with dementia, people with a learning disability or autistic spectrum condition, people with mental health needs and people with a physical disability.

A registered manager was registered with the Care Quality Commission at the time of the inspection. 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.

Concerns and incidents were investigated and action taken.

Risks had been assessed and mitigated against.

Care plans were detailed and reflected people’s current needs. Some people had very detailed and personalised care plans and risk assessments which specified their preferences and supported them to maintain their independence. People said they had been involved in their care plans and had attended reviews.

Various audits were completed and had been effective in identifying areas for improvement.

Staff understood mental capacity and ensured they involved people in decision making, supporting them to make their own decisions about their care wherever possible.

People and their relatives told us staff were caring, respectful and treated them with dignity. One person said, “They are wonderful,” another person told us, “I see the same girls they know me well and they are part of the family.”

Medicines were managed appropriately.

Recruitment practices were appropriate and included seeking references and Disclosure and Barring Service checks prior to applicants starting in post. Inductions for new staff were comprehensive and staff training was up to date.

Staff told us they were well supported and that they attended supervisions which were meaningful.

Complaints were logged, investigated and appropriate action was taken to respond.

Feedback was sought and acted upon. A community newsletter shared the key findings with people and noted the areas of improvement and how they would be addressed.

Partnerships had been developed with various agencies and this was being used to develop the service and ensure people received holistic care and support, which included advice around home safety.

The provider was very involved and visible within the day to day operations and his commitment to inspiring his staff to provide a quality service was clear.