Bluebird Care (Walter Manny Limited) improved from Requires Improvement to Good across all five key questions, resolving previous breaches around recruitment and safeguarding through new management oversight and quality systems. Erratic visit timings, communication about schedule changes, and staffing pressures remained the main areas for improvement, with an action plan in place.
Concerns (5)
moderate
Missed or late visits
: “45% of respondents did not always get their visit at the expected time.”
moderateStaffing levels: “At the time of the inspection there were nine members of staff isolating due to COVID. This presented a challenge”
moderateCommunication with families: “Some people did not receive a rota informing them of who would be visiting. They were not always told about staff changes or if visits were going to be late.”
minorPerson-centred care: “one person said their preference regarding the gender of staff was not always met due to staffing issues, and this left them feeling anxious at times.”
minorComplaints handling: “some people were unsure of the process but said they or their relatives would contact the office if necessary.”
Strengths
· Improved recruitment systems with robust pre-employment checks, no longer in breach of regulation 19
· Safe medicines management with electronic alerts and robust audits
· Effective safeguarding systems and trained staff who know how to report concerns
· Strong infection prevention and control practices, including PPE and COVID testing
· Person-centred care planning with electronic system and real-time recording
Quality-Statement breakdown (22)
safe: Staffing and recruitmentNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and management; Learning lessons when things go wrongNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Supporting people to live healthier lives, access healthcare services and supportNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality and diversityNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesNot rated
responsive: Meeting people's communication needsNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringNot rated
well-led: How the provider understands and acts on the duty of candourNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Working in partnership with othersNot rated