Bluebird Care Oswestry

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 service met people’s needs. At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to 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 service 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. People consistently told us their care and support plans reflected what they expected from Bluebird Care Oswestry. These plans were personal to them and contained information for staff on how people wished to be supported. One person said, “When I first met someone from the office, we went through what I wanted, and they listened to me, and we came up with the plan together.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were encouraged to take responsibility for their own care needs in their own homes. This included arranging their own healthcare appointments. However, when this was required, and they did not have anyone to help them, staff members supported them in a way which empowered them to maintain their own wellbeing. For example, 1 person had fallen and needed additional equipment. With the support of staff, a physiotherapist assessment was arranged to ensure the right mobility equipment was provided.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had individual assessments which accounted for their specific communication requirements. For example, 1 person spoke about how they needed reading aids, and another person told us staff read through their care plan with them as they were unable to do so. They went on to say they did this on a regular basis to make sure they agreed with everything which was in there and ensure it was accurate.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Everyone we spoke with told us they knew how to raise a concern or to make a compliment. They said the service was very responsive to comments and welcomed feedback. The service had a system in place to respond to any concerns raised including meeting with the person, investigating and feeding back within a reasonable timescale.

The service made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff who were alert to discrimination and inequality that could disadvantage different groups of people in accessing care, treatment and support. One person told us they felt they were unfairly treated owing to their disability and felt at a financial disadvantage. This was not in relation to the service they received from Bluebird Oswestry. They spoke with a staff member who arranged a time to support them to get equal access to travel. This person told us they felt this was really helpful and supportive.

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. Everyone we spoke with felt they were treated fairly and equally by the provider and the staff supporting them. The service complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. Everyone had their specific protected characteristics recorded and these were known and respected by the staff supporting them.

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, and when needed those close to them, were supported to identify their wishes for future care. These were recorded in their personal care and support plans which would move between alternative healthcare providers, if necessary, to ensure their wishes went with them.