We carried out an announced comprehensive inspection of this service on 27 June 2018. At our last inspection of the service was carried out in January 2016. At that inspection we rated the service overall Good. At this inspection the service remained rated as Good overall because they continued to focus on individual needs of the people using the service. The service ensured that everyone received, high quality, care regardless of diagnosis, age, ethnic background, sexual orientation, gender identity, disability or social circumstance.

Bluebird Care UK is a national franchise. A franchise is when a franchisee (the provider) has bought the right to sell a specific company's (the franchisor's) products in a particular area using the company's name. The franchise operates over two hundred locations across the United Kingdom.

This service is a domiciliary care agency. It provides support for people living with dementia, older people, physical disabilities care and sensory impairment. At the time of our inspection 67 people were receiving support from the service.

The service provides two main types of support to people in the community. The first one is for short visits to provide personal care or domestic support. The second service is to provide a 24-hour package of care with a core staff team supporting a person in their own home.

There was a registered manager in place at the time of our 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.

People’s care was delivered safely. Care staff protected people from the risk of potential abuse and understood the potential signs to report. People’s safety had been assessed and reviewed and their individual risks recorded. The plans showed care staff the steps needed to reduce a person's risks and prevent risk of harm or injury. People who had support with their medicines had them administered when needed, by staff that were trained and competent to do so.

The provider offered training linked to people’s needs and care staff were knowledgeable about their roles and responsibilities. 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. People told us they arranged their own healthcare appointments and that care staff were helpful in providing reminders of appointments.

People received care in their home from care staff they knew very well and had formed positive relationships with. Staff had taken the time and developed respectful relationships with people and were very kind and caring in their approach which was reflected in people’s feedback on their care.

People were involved about planning and changing their care which had been recorded in their care plans. The management team regularly reviewing these alongside people’s requests and were updated when needed. People knew how to contact the office and were confident to in how to make a complaint should they wish to.

The registered manager told us they kept their knowledge current and provided staff with input and direction about the levels of care they expected with regular meetings and supervisions. The management team monitored the quality of the care that people received, that included reviewing records and observing staff practices.

The provider, registered managers and staff put people at the forefront of everything they did. The provider created an ethos and culture of individualised and person-centred care. The care staff knew the importance of developing good working relationships with the people they looked after and ensured they provided person centred care based on their speci

This announced inspection took place on 8 December 2015. This was the first inspection since the service was first registered. We gave the provider 48 hours’ notice of the inspection. This was because the organisation provides a domiciliary care to people in their own homes and we needed to make sure someone would be available at the office.

Bluebird Care (Worcester and Wychavon) is registered with the Care Quality Commission to provide personal care and support to people with a range of varying needs including people who live with dementia. People either lived in their own homes or with a family member. At the time of the inspection the agency provided care and support to 62 people.

There was a registered manager in place. 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.

People and their family members raised no concerns about the care and support provided. People felt safe when they were receiving care from staff. Staff had knowledge about how to protect people from the risk of abuse.

People told us staff treated them with respect and their privacy and dignity was maintained. Staff were knowledgeable about people’s care needs and how to meet them. People were supported to receive their medicines as prescribed by staff who had undertaken training.

Checks were undertaken before new members of staff were permitted to work with people. Induction training was in place to support new staff which included working alongside other experienced staff. Staff had training to provide them with the knowledge and support needed to meet people’s individual needs.

People’s consent was gain before care and support was provided and staff had an understanding of the importance of this. People and their family members believed they could raise any concerns or complaints with the registered manager and that they would be listened to and suitable action taken as required.

Staff felt well supported and were complimentary about the management arrangements. Meetings were held to ensure the office based staff were functioning correctly and therefore people’s needs were being met. Other meetings involving staff were held. Staff told us they enjoyed their work and found the management to be open to their ideas. Audits and management systems were in place to monitor the quality of the service and bring about further improvements.