Bluebird Care Oswestry

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Everyone we spoke with told us the staff treated them with kindness and respect. One person went on to say, “The staff are always friendly and ready to have a chat with me. I did feel very unsure about receiving care in the first place and I had heard bad things about care in the press. This made me anxious. However, the staff are lovely, and they make me feel at ease. I look forward to seeing them every day.” Staff spoke about those they supported with kindness and positive regard.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics. Everyone told us they were respected as individuals. One person stated, “I like things done in a very specific way. If I have to keep saying it, it causes me anxiety. However, everyone (staff) knows me and just how I like things. This is reassuring and I have faith in them.” People had individual assessments which recorded their protected characteristics including, but not limited to, age, disability and religion. Staff knew those they supported well.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged to maintain their existing skills to encourage their independence. One person told us they could do a lot for themselves but needed support in certain areas. The staff knew this and supported them as they wished. The care and support plans identified what people could do and how staff could assist. This supported people to remain independent and to retain choice and control of their lives.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People felt staff knew them well and anticipated their needs. One person said, “[Staff members name] knows how I like to start the morning, and they seem to anticipate my needs, and this routine is very important to me. I know it’s a little sad to say but sometimes they are the only person I will talk with during the day, and they support me if I am feeling a little down as well.”

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. People received safe, effective and responsive care from a staff team who felt supported and valued by the service. Staff told us they felt listened to and had time between calls to meet people’s needs in an unrushed way. One staff member told us they had to support a person for longer than their usual care call owing to a health emergency. This was not an issue at all, and the office staff rearranged their remaining calls. This enabled them to remain and support the person without having to worry. This staff member felt this was very supportive and enabled them to provide the best care they could.