Care Quality Commission Report 2016
This inspection took place on 25 November and 3 December and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service; we needed to be sure that someone would be in. This service was previously registered under a different name; this was the first inspection of this service under its new registration. Bluebird Care Wandsworth is a home care and live in care agency, covering the London Borough of Wandsworth. At the time of the inspection they were providing a domiciliary care service to approximately 100 people.
There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People that we spoke with told us they did not have any concerns about their safety. Care workers were given training in safeguarding were able to identify different types of abuse and told us what steps they would take if they had concerns for people’s wellbeing. We found that the provider took action when concerns were raised and worked with other agencies to ensure people were kept safe.
People told us that staff were caring and respected their privacy and maintained their dignity. Where possible, people were given regular care workers and the provider tried to ensure that people were supported by care workers that had similar interests to them or someone they requested, this meant they were responsive to the needs of people using the service.
Thorough assessments took place before people started to use the service. People’s support needs and preferences in how they wanted to receive care were documented and then developed into care plans. Risk assessments were completed for individual support needs including medicines management, moving and handling and nutrition, these had associated control measures which helped to ensure people were supported in a safe manner. People’s support needs were reviewed every quarter.
Care workers told us they enjoyed the work they did and received excellent support from the management team.
Due to a period of growth, the provider had expanded its management team to meet the needs of the business and as a result there were opportunities for promotion within the organisation.
There were robust recruitment checks in place for staff. Care workers were required to complete an application form, provide proof of address, identity, right to work in the UK and completed criminal record checks. There was a comprehensive induction programme in place for new care workers and they received ongoing support through their probation period by an assigned mentor. New care workers shadowed more experienced care workers before they started to deliver personal care independently.
People were encouraged to raise concerns or complaints through regular monitoring visits that took place. Where complaints were made, the provider took action to try and improve the service.
Robust quality systems were in place including unannounced observations, review of support needs, incident and accident monitoring. The provider carried out surveys to gather the views of people using the service and there was an ongoing improvement plan in place which was reviewed every three months.
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