Bluebird Care (Rother & Hastings)

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. One relative told us, “We insist on specific carers because of their needs. They need someone skilled who can emotionally connect.” People and their relatives told us they were happy with the care provided and they felt that rotas were organised incorporating people’s preferences, choices, individual needs were considered, and communication was good. Staff were aware they were a guest in people’s homes, and it was important to value and respect how people chose to live. When changes occurred, this was discussed with people and their relatives, and they were involved in decisions about how care was provided.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. We received positive feedback regarding continuity of care. People told us they had regular carers which they valued. However, people were aware that on occasion this may not be possible. Any changes were communicated to people so that they knew who to expect. Relatives felt supported when changes were required, for example, when family members needed to go away extra care visits were arranged. Staff spoke positively about having regular people to visit and felt this ensured continuity as they knew people and their needs well. Health professionals told us they had built up a good working relationship with the registered manager and staff which facilitated positive outcomes for people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was provided for staff to ensure they were aware of people’s specific communication needs. This gave staff the tools to communicate with people effectively. For example, one person’s care plan reminded staff to always approach and speak to them on their right side as their vision was impaired on the left. Another person had limited verbal communication but was able to use single words. Staff had got to know them and were able to communicate effectively with them.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People and relatives had numerous opportunities to feedback, share their views or raise and discuss concerns, telling us. “It’s a two-way conversation and works well.” Customer feedback forms had been sent out and the responses were reviewed, and any queries or concerns actioned. Regular staff spot checks were carried out, this provided an opportunity to check in with people and ensure they were happy with their care provision. A compliments board and folder were used to record positive feedback to share with staff. A complaints procedure was in place, people were aware how to raise concerns, and felt any issues raised would be dealt with promptly and professionally. One person told us, “We had to do this once and it was handled well.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager and staff worked well with other agencies and healthcare professionals to support people to access the specialist care they needed. For example, the service liaised with GP’s, paramedic practitioners, occupational therapy and other specialist teams involved in people’s care.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and their families felt supported and listened to. People were supported to be involved in decisions about their care. Care plans were individualised and included information about people’s preferences and religious beliefs. Staff looked out for people who may be vulnerable due to their frailties, any concerns were referred to other agencies to ensure people were suitably supported.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People’s end of life (EOL) care needs were recorded when appropriate. Staff felt supported when providing EOL care, one told us “There have been occasions where clients have been EOL, the staff rally round to ensure they are not alone at the end” The registered manager told us they were not currently providing EOL care, but this had been provided in the past. Staff received EOL training, and the service liaised with GP’s and community nurses when people had EOL needs. Do not attempt resuscitation (DNACPR) and Recommended Summary Plans for Emergency Care and Treatment (ReSPECT) forms were recorded detailing people’s wishes and choices. When appropriate, EOL care plans had been completed with people and their relatives if appropriate to ensure appropriate support was provided during end-of-life care.