Bluebird Care (Mid and West Cornwall) achieved an Outstanding overall rating at its June 2016 inspection, with exceptional performance in caring and well-led domains driven by a deeply person-centred culture, highly motivated staff, and innovative use of technology to monitor care delivery. No regulatory breaches or failure themes were identified, and people consistently praised the reliability, compassion, and quality of the service.
Strengths
· People unanimously reported never experiencing a missed care visit, with robust procedures ensuring all planned visits were delivered regardless of conditions.
· Staff demonstrated exceptional caring attitudes, going 'the extra mile' with examples such as helping a person relearn to write their name and inventing 'twiddle muffs' for anxiety relief.
· Highly consistent and stable staff teams matched to people by common interests, supporting strong relationships and continuity of care.
· Detailed, personalised care plans developed collaboratively with people and regularly reviewed, including life history and individual preferences.
· Innovative electronic care recording system enabled real-time monitoring of care delivery, allowing immediate response to any issues.
Quality-Statement breakdown (18)
safe: Safeguarding people from abuse and improper treatmentGood
safe: Assessing and managing risks to peopleGood
safe: Staffing and recruitmentGood
safe: Medicines managementGood
safe: Missed visits and continuity of careGood
effective: Staff training and inductionGood
effective: Supervision and appraisalGood
effective: Mental Capacity Act compliance and consentGood
effective: Visit scheduling and timelinessGood
caring: Compassionate and person-centred care deliveryOutstanding
caring: Dignity, respect and privacyOutstanding
caring: Involvement of people and families in careOutstanding
responsive: Person-centred care planningGood
responsive: Complaints and concerns handlingGood
responsive: Support for independence and community engagementGood
well-led: Leadership, culture and valuesOutstanding
well-led: Quality assurance and continuous improvementOutstanding
well-led: Staff engagement and workforce developmentOutstanding
Bluebird Care (Mid and West Cornwall) retained its Outstanding overall rating across four of five key questions, with Effective rated Good, demonstrating exceptional person-centred care, innovative staff and service-user co-produced training, and exemplary leadership with wide community engagement. No failure themes or regulatory concerns were identified.
Strengths
· People were involved in safeguarding development and positive risk-taking, with consistent carer teams fostering trust and safety.
· Innovative medicines management including bespoke joint training sessions with service users to address unsafe stockpiling.
· People co-designed and delivered empathy training for staff, embedding a person-centred culture.
· Dedicated training facility with realistic home equipment, including in-home practice visits for manual handling.
· Exceptional responsiveness including off-duty staff responding to a house fire to evacuate a person they supported.
Quality-Statement breakdown (22)
safe: Systems and processes to safeguard people from the risk of abuseOutstanding
safe: Assessing risk, safety monitoring and managementOutstanding
safe: Staffing and recruitmentOutstanding
safe: Using medicines safelyOutstanding
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Staff skills, knowledge and experienceGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the law
Good
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff providing consistent, effective, timely care within and across organisationsGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
caring: Respecting and promoting people's privacy, dignity and independenceOutstanding
responsive: Personalised care; accessible information; choices, preferences and relationshipsOutstanding
responsive: Improving care quality in response to complaints or concernsOutstanding
responsive: End of life care and supportOutstanding
well-led: Planning and promoting person-centred, high-quality care and support with opennessOutstanding
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsOutstanding
well-led: Engaging and involving people using the service, the public and staff; continuous learning and improving careOutstanding
well-led: Working in partnership with othersOutstanding