Bluebird Care Dudley Wyre Forest & Malvern Hills, a domiciliary care agency supporting 24 people, received a Good rating across all five key questions at its first CQC inspection in February 2019. The service demonstrated robust safeguarding, effective use of electronic care planning and call monitoring systems, well-trained and compassionate staff, and strong leadership with a commitment to continuous improvement.
Strengths
· Effective risk assessments and safeguarding systems in place; no missed calls reported since service started
· Electronic PASS system used for care planning, medicines administration records, and call monitoring with 15-minute alert threshold
· Robust recruitment with DBS checks completed before staff commenced work
· Staff received care certificate induction, shadow shifts, competency assessments, regular supervisions and planned annual appraisals
· Person-centred care plans regularly reviewed; people and relatives involved in care planning process
Quality-Statement breakdown (20)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives and access healthcare services; staff working with other agenciesGood
caring: Ensuring people are well treated and supported; equality and diversityGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Planning personalised care to meet people's needs, preferences, interests and give them choice and controlGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirementsGood
well-led: Continuous learning and improving care; engaging and involving people and staffGood