Bluebird Care (Wiltshire South) was rated Good overall and across all five key questions, with people reporting they felt safe, well-cared for by kind and competent staff, and that visits were reliable. CQC made a recommendation to strengthen management oversight and analysis of incidents and accidents, as the existing electronic reporting system lacked robust governance.
Concerns (3)
moderate
Incident learning
: “The system in place for managing incidents and accidents was not robust. Although staff reported incidents via the electronic app, at the time of the inspection there was no management oversight or analysis taking place.”
minorGovernance: “the electronic reporting system in use did not provide clear oversight from a management perspective. Instead, the service relied on staff verbally reporting incidents as well as formally documenting them.”
minorLeadership: “The service had experienced some management and care staff changes, which some staff had found unsettling. One member of staff said, 'Morale amongst the care staff is low, but I can't pinpoint exactly why.'”
Strengths
· People felt safe and were protected from avoidable harm by staff trained in safeguarding
· Sufficient staffing with visits arriving on time, staying full duration, and no missed visits
· Medicines managed safely with twice-yearly competency assessments and regular audits
· Robust recruitment procedures and formal induction with shadowing
· Person-centred care plans with detailed preferences (e.g. flannel colour preferences)
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot 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: Staff working with other agencies; supporting people to access healthcareNot 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: 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: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Engaging and involving people using the service, the public and staffNot rated
well-led: Continuous learning and improving careNot rated
well-led: Working in partnership with othersNot rated