This inspection took place on 2 November 2017. On the 3 and 6 November 2017 we contacted people and relatives to obtain feedback about the service they received. The inspection was announced. We told the provider 48 hours before our visit that we would be coming to ensure we could access the information we needed.

This was the first inspection since the service was registered on 25 July 2016. Bluebird Care (Stevenage & North Herts)is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults. At the time of our inspection, Bluebird Care were providing support to 86 people.

The service had a registered manager in post. 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.

Quality assurance checks and annual audits were completed. However, we found that systems in place were not effective to ensure areas of concern were audited or monitored properly.

People were supported to take medicines by staff that received training and competency checks to ensure they were safe. However, there needed to be a system in place to allow better monitoring by the registered manager.

Complaints were documented and appropriately responded too. However, we found not all complaints had been documented in the same place. To ensure these were reviewed.

We found care plans did not always contain the updated guidance and risk assessments to meet people’s needs. However, there was evidence that demonstrated people’s needs were met but the documentation required improvement.

Recruitment practices were in place to ensure suitable staff were employed. However, gaps in people’s employment history needed to be documented.

People who used the service felt safe. Staff understood how to keep people safe and how to report any concerns.

People received their care on time from staff they knew and were contacted about any changes to staff or delays.

People were happy with the care and support they received. Staff received appropriate training and were supported to develop their skills and knowledge.

Staff had the opportunity to attend meetings; they were supported with supervisions, appraisals and regular spot checks to ensure they had the skills and delivered best practice.

The registered manager was working within the guidelines of the mental capacity act (MCA). Staff understood the importance of choice and consent.

People where required were supported with their nutritional requirements.