We inspected Faster than a Cat t/a Bluebird Care (Trafford), known to people who use the service as Bluebird Care (Trafford), on 31 May and 01 June 2016. The first day of the inspection was unannounced. At the last inspection in October 2013 we found the service met all the regulations we looked at.

Bluebird Care (Trafford) is a domiciliary care agency. This means that care workers travel to people’s homes to support them according to their assessed needs. At the time of our inspection, 75 people in the Trafford area were being supported by the service in their homes with various aspects of their personal care.

The service had a registered manager. 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.

Overall the management of medicines by the service was good but we did find two issues. These were a medicine protocol that lacked detail and a medicine care plan that had not been updated when a person’s medicine had changed. The service took action during the inspection to correct the issues.

Risks to people had been assessed and control measures were in place. However, we identified one person who was being supported by staff to use a hot water bottle and there was no risk assessment in place. The service planned to put a risk assessment in place as soon as possible.

People told us that care workers used personal protective equipment when assisting them with their personal care. We saw records which showed a care worker had persistently flouted the infection control policy; the service had identified the problem via spot checks and was in the process of addressing the issue with the care worker at the time of our inspection.

The service recruited new care workers safely. Care workers could describe how to protect the people from abuse and said they would report any concerns appropriately.

We saw improvements had been made to the visit scheduling system so that care workers arrived on time for their visits. People told us that care workers were rarely late, and when they were, it was almost always due to traffic problems which could not have been avoided.

People told us that care workers were well trained. Care workers told us and records showed that they had access to regular mandatory training as well as specialist courses to help them support people with complex conditions. In addition, care workers received regular supervision, on the job spot checks and an annual appraisal.

The service was compliant with the Mental Capacity Act 2005 and staff could tell us how the legislation impacted upon the people they supported.

People received person-centred support to eat and drink when they needed it. The service also assisted people to maintain their holistic health according to each individual’s needs and mental capacity.

People told us they had developed friendly relationships with the care workers, and that care workers respected their privacy and dignity. People also described how care workers supported them to remain independent.

The service provided people with information on advocacy and referred people to advocacy services if they needed it. We saw detailed, person-centred care plans of people who had received end of life from the service and feedback from their relatives which was highly complimentary.

The service tried hard to ensure it employed care workers with the right caring values and that people were supported by a small team of regular care workers.

The service was transitioning from paper records to an electronic care planning system. We saw that care plans of each type were detailed, individualised and person-centred. There was a system in place to ensure care workers could provide support even if there were technical di

During our inspection we spoke with the owner and manager, three members of staff and four relatives.

All the relatives we spoke with were positive about the care and support people received, they told us: “My X is happy, I have been there when staff have been with my X and they are looking after her well. I feel confident with them.” “I ask my X when staff have been how it was and they tell me they have been extremely caring, done what I have asked, they have a really nice relationship with X.” “I have absolute faith in them.” “Carers have been brilliant.”

We saw care records contained personal information of people’s likes and dislikes. Care records contained assessments of people’s needs in relation to personal care, medication, nutrition and hydration and moving and handling.

We saw a copy of the medication policy which had been reviewed in June 2013. The policy contained clear guidance for staff.

The owner provided us with details of the comprehensive recruitment process which included application, interview and a psychometric test for all potential new staff to assess people’s personality and attitude towards the job role.

Staff were positive about the support they received and told us they could talk with the manager or owner if they had any issues or concerns.

People were asked for their views on a quarterly basis when satisfaction surveys were sent out to people and their relatives. The feedback was overall positive.

Bluebird care at home provides care for customers within their own homes, it allows them to remain in their own environment whilst being supported by carers at various times throughout the day. Support is provided between 7am and 10pm. The service offers personal and practical support alongside domestic services to its customers to maximise their independence.

Customers can request specific time slots and the service will try to adhere to these where possible.

Customers are given a welcome handbook containing relevant information when they first take up the service and a copy is left in the care file within the home.

The service had close working relationships with Age UK and the local authority to support their customers.

Bluebird care had recently been awarded The Dignity In Care award from Trafford Local Authority.

Customers told us; "I could pay less for a housekeeper but feel safe and content with Bluebird and you can’t put a monetary value on that feeling”. “I am very impressed with whole company they take my needs into consideration at all times. I have had different support from them depending on my needs but I have never been disappointed. The assistant who comes is great she has a passion for what she does and does it to the standard I expect and want”.

A relative told us; "We would not have our X at home now if it wasn't for Bluebird care". "I cant say anything else other than we are not dissapointed they are really good".