'Outstanding' Camden & Hampstead home care provider praised for its 'exceptional' staff

Bluebird Care Camden & Hampstead has been rated ‘outstanding’ by the care regulator for the second time, with inspectors commending staff for treating people with ‘dignity and respect’.

The report by the Care Quality Commission (CQC) found staff were ‘kind and caring’, with one person calling them 'exceptional' saying 'they always have a smile and nothing is ever too much trouble for them' and 'it feels like I am being cared for by a friend'.

George Morris, director of Bluebird Care Camden & Hampstead, said: “I couldn’t be prouder of our wonderful and hardworking team who are leading the way in care in North London. Our focus going forward is to continue our learning, support people to the best of our ability and promote our customers' independence whenever possible.”

Inspectors found staff at Bluebird Care had received training in nutrition and hydration. A staff member told them: 'I work with someone who doesn't always want to eat. I encourage them by offering choices. If I am worried about them, I report it straight away'.

CQC inspectors carried out an unannounced inspection of the service which works predominantly with older people living with age-related conditions such as dementia. It also provides care and support to younger people with physical and sensory impairments, learning disabilities and mental health needs.

'Every time I call them, they are so lovely'

In addition, the regulator’s report highlighted that people using the service consistently praised the management team. Comments included: 'Every time I call them, they are so lovely. They always sort things out and make sure I know they are there for me. The managers are as good as the staff.' A family member said: 'They are very supportive. We can be a pain sometimes, but they are really calm and get any problems sorted out immediately. I would recommend them to anyone.'

The impact that care staff had on the people they care for was also highlighted with one family member saying: 'The staff have made such a difference to my relative's life. He looks forward to them coming because they chat with him about all kinds of interesting things.'

The service had responded to people's needs by introducing additional services, such as free health checks and virtual reality viewers for people with dementia as described in the Responsive section of this report. Staff had worked proactively with other health and social care professionals to improve people's outcomes. For example, the service had developed more intensive and flexible care arrangements to enable two people to remain living in their own homes which was their wish.

'They listen to me and treat me with the utmost politeness'

People told CQC inspectors they were always treated with dignity and respect. A person said, 'When I want my privacy [staff] respect this. They listen to me and treat me with the utmost politeness.'

The CQC found that staff members also consistently praised the management team. For example, one person said: 'There is someone available to talk to at any time if I have a problem. Whoever I speak with is always helpful and supportive.' Another said: 'This is the best place I have ever worked. The registered manager and office staff can't do enough to support us. I can't imagine working anywhere else now.'

Bluebird Care is a member of the local dementia action alliance and has developed relationships with local dementia services and people living with dementia. This means staff can access information and training, that is always disseminated to staff.

Alison Murray, head of adult social care inspection in London, said: “I am delighted that Bluebird Care Camden & Hampstead has maintained high standards and have once more been rated 'outstanding' overall. The service has improved further, so that the responsive domain has now been rated 'outstanding'. Previously it was 'good'.

“There is an open, honest, caring and positive culture across the service and staff demonstrated a high-value base. The service worked with people holistically and staff understood the importance of ensuring that people were supported to maintain their interests and independence.”

You can read the report in full on the CQC’s website at: https://www.cqc.org.uk/location/1-3023750265

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