Archived: Bluebird Care (Epsom & Kingston)

All of the people that used the service that we spoke with were happy with the care they received from Bluebird Care. One person told us 'Really delighted with Bluebird Care.' Another person said 'The kindness has been amazing.'

We saw that the provider gave information to people to inform them of the service they could expect from the agency. Each person was given an information pack to keep.

The people that we spoke with and their relatives told us that they were fully involved in developing their care plan. They were given choices of what they wanted and were able to ask for specific things. We were told 'I felt Bluebird suited our needs' and 'Felt very involved.'

We saw from the training records that all staff had undergone appropriate training that ensured people were kept safe. Staff were able to tell us what they would do if they suspected abuse was taking place.

As part of our inspection we found that the provider had robust recruitment processes in place for the recruitment of new staff.

We found that the agency regularly sought the views of people and staff to make sure they were happy with the service.

People who used the service told us that they were treated with respect by the staff. They told us that staff always respected their privacy and dignity. One person told us, 'Staff always make sure that my doors are closed and curtains pulled when they help to wash me.' Another person told us, 'The staff were very pleasant and they always respect me.'

People also told us that they made decisions about their care, treatment and support, for example, one person told us, 'I can ask for things to be done differently and staff would do it.' Another person told us, 'Staff let me do as much as I can for myself, I like to be independent.'

People told us that they had an assessment of their needs undertaken and they had a care plan at their homes. They told us that they always felt safe with the staff who attended to them. People also told us that a senior member of staff from the office comes to do spot checks to make sure the staff were confidently carrying out their duties.

Relatives we spoke to told us that they were involved in the assessment and care planning process. They also told us that they knew haw to raise concerns and make complaints about the service their relative received.