Bluebird Care Hounslow & Chiswick

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People had good relationships with the care workers. People were treated with kindness and respect. People were able to make choices about their care. Staff felt well supported.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness, compassion and dignity. People using the service and their relatives' comments included, ''[Care worker] always asks me how I am and treats me well'', ''[Care worker] is absolutely excellent and I have been very lucky as most carers are lovely and good'', ''They always some in and crouch down to ask [person] how [their] day is, what [they] want and they explain what they are doing. I hear them chatting and laughing with [person]'' and ''[Person] really lies the carers, they are kind and helpful whenever they come.''

Staff gave us examples about how they provided dignified care and respected people's choices and privacy.

External partners felt people were well cared for. One professional explained, ''There is good quality and tender loving care delivered by carers.''

People felt they received care which met their individual needs.

Staff were able to describe the people they cared for, including their preferences and individual needs.

The management team carried out comprehensive assessments and recorded people's needs in care plans. These are personalised.

People using the service told us they were able to make choices. Their comments included, ''I am used to saying what I like, and they listen'' and ''I am involved in choices and decisions.''

Staff we spoke with understood the importance of respecting people's decisions and wishes.

People's care plans included information about how they wanted to be cared for and their choices. People were involved in reviews of their care.

People told us staff were attentive.

Staff explained they spent time engaging with people and observing them so they could respond to any immediate needs. They told us if they identified a person’s care needs had changed, they would inform the office.

Staff told us they felt well supported and had opportunities to discuss concerns with managers.

The provider shared positive feedback and praised good work with staff. They had a system of employee of the month and 'shout outs' to help recognise good practice. The provider carried out wellbeing checks with staff and asked them to complete surveys about this. Staff were able to access confidential counselling service. Analysis of recent surveys which had been completed showed staff were generally happy. When staff had shared concerns, these had been responded to and acted on. The provider undertook risk assessments and planned for lone workers, staff working long or unsociable hours and travelling to and from work.