# Bluebird Care (Richmond & Twickenham)

*Operated by Ilium Ltd.*

Bluebird Care (Richmond & Twickenham) is a CQC-regulated home-care agency in London.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Outstanding |

Rating published: 16/05/2020

## Practical info

- Postcode: TW1 4JH
- Registered manager: Zak, Justyna
- Local authority: Richmond upon Thames
- Region: London
- City: London
- Last CQC check: 16/May/2020 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2021-10-30
- Finding
  - Supporting people to express their views and be involved in making decisions about their care
  - Published: 2021-10-30
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2021-10-30

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2021-10-30
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2021-10-30
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2021-10-30
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2021-10-30
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Open-door management culture with staff empowerment and internal promotion opportunities
  - Published: 2021-10-30
- Finding
  - Evidence: Named customer care manager for each person ensuring coordinated, consistent care
  - Published: 2021-10-30
- Finding
  - Evidence: Weekly visit schedules sent to people in advance, enabling them to plan their lives
  - Published: 2021-10-30
- Finding
  - Evidence: Comprehensive staff training programme including specialist training in HIV, dementia, seizure management and end of life care via Princess Alice Hospice
  - Published: 2021-10-30
- Finding
  - Evidence: Robust quality assurance system including weekly, monthly and quarterly audits across all care domains
  - Published: 2021-10-30
- Finding
  - Evidence: Strong person-centred culture with staff matching policy and prioritisation of staff continuity
  - Published: 2021-10-30
- Finding
  - Evidence: Exceptional promotion of equality and diversity, including supporting a staff member through transgender transition with specialist external advice
  - Published: 2021-10-30
- Finding
  - Evidence: Outstanding use of technology (PASS system) to monitor care delivery in real time and drive continuous improvement
  - Published: 2021-10-30

### responsive

- Finding
  - Supporting people to develop and maintain relationships to avoid social isolation
  - Published: 2021-10-30
- Finding
  - End of life care and support
  - Published: 2021-10-30
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2021-10-30
- Finding
  - Planning personalised care to ensure people have choice and control and to meet their needs and preferences
  - Published: 2021-10-30
- Finding
  - Meeting people's communication needs
  - Published: 2021-10-30

### safe

- Finding
  - Learning lessons when things go wrong
  - Published: 2021-10-30
- Finding
  - Preventing and controlling infection
  - Published: 2021-10-30
- Finding
  - Staffing and recruitment
  - Published: 2021-10-30
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2021-10-30
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2021-10-30

### well_led

- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2021-10-30
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2021-10-30
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2021-10-30
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2021-10-30

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-112035336

HomeCare Compass is an independent guide and is not affiliated with the CQC.