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Bluebird Care Exeter, an award winning provider of home care has been rated OUTSTANDING for ‘Well Led’ and GOOD overall following a comprehensive inspection by the CQC in September.
In an announced inspection, the CQC assessed the local agency and were impressed with the level of care provided and particularly noted the outstanding leadership from Jaqueline Fyall, Registered Manager. The inspector focused on five core elements: was the service safe, effective, caring, responsive and well-led. Bluebird Care Exeter was rated either GOOD or OUTSTANDING in all areas. They are only one of three Bluebird Care franchises across the 200 in the UK to receive this recognition.
In 2015 the agency provided care and support to 988 people their own homes across Exeter and Exmouth. All customers spoken to by the inspectors said they felt “very safe” in the hands of Bluebird Care Exeter and the care workers who supported them.
Within the report, the inspector had stated that “Without exception people using the service, relatives and care workers all spoke very highly of the management team and office support staff”.
Service users spoke positively about the care they received, advising they were always treated with kindness and compassion and had no complaints about the care currently provided.
The report highlighted outstanding leadership and support from a well organised management team and praised staff recruitment and retention initiatives such as career pathways, training and rewards to encourage a stable and skilled staff team. The inspector found that staff morale was good and that staff were proud to work for Bluebird Care. Feedback from staff included “we get loads of training. When I was new I did shadowing for a week until I was confident” “We have staff meetings every month which is good as you can be lonely working in the community. I can always ring the office if I have a problem and they help”. One member of the administrative office support team said “I like being involved in a company that has caring for others at its core”.
Jacqueline Fyall, Registered Manager at Bluebird Care Exeter said “The report was a true reflection of the ethos and values of the company. I feel it showed that the customers are treated with compassion and dignity. I am of course delighted that we had Outstanding for ‘Well Led’ but this is as a result of a concerted team effort within every layer of the company, from a team that are proud to work in the Care Industry. However, this is not the end goal; we aspire and are continually working towards in the future gaining an Outstanding overall as I truly believe the service we provide to both our customers and Care Workers is just that”
The inspection found that the provider have invested heavily in the service as part of their on-going passion for continuous improvement and had forged important partnerships to inform and enable people using the service to access relevant services. These included partnerships with local GPs, the Exeter Dementia Action Alliance, a legal firm and health professionals.
The inspector was impressed with the provider’s partnership with The Estuary League of Friends which through mutual referrals aimed to reduce and tackle the issues of isolation and loneliness. This particular partnership enabled a person receiving care from Bluebird Care to attend a day centre and memory café two mornings per week as Care Workers identified this could be beneficial for the person. The Care Worker went to their house at an earlier time on those days to help the person get ready to join the day centre.
William Flint, Director said “I am delighted that our independent inspector has recognised the fantastic level of service offered to our customers by our committed team of staff. The report highlights just how happy our customers are and how satisfied staff are at work which is a source of considerable satisfaction. We will continue to develop our services and hope that we can achieve outstanding overall, in time for our next inspection “ Bluebird Care Exeter was established in 2011 and has exciting plans for 2016.
A full copy of the inspection can be viewed here: http://www.cqc.org.uk/sites/default/files/new_reports/AAAE5788.pdf