Great Yarmouth homecare provider earns outstanding rating at first inspection

A homecare service supporting almost 100 people across Norfolk and Suffolk has been rated outstanding following its first inspection by the Care Quality Commission.

Bluebird Care East Suffolk, Great Yarmouth and Lowestoft provides visiting and live-in care to people of different ages in their own homes. The service, operated by Loved Ones Home Care Ltd, was supporting 96 people when the inspection concluded in August.

The CQC rated the provider outstanding for caring and leadership, while safety, effectiveness and responsiveness were rated good.

Inspectors found that staff worked closely with people and their families to design support around individual preferences, routines and ambitions. Care was delivered in ways that protected independence and helped people retain confidence and essential daily living skills.

People described employees as compassionate, reliable and willing to make small gestures that had a significant effect on their wellbeing. One member of staff bought milk for a person with no relatives living nearby after completing their shift, while others brought back fridge magnets from holidays for someone who enjoyed collecting them.

In another example, employees worked with a person and their family to make it possible for them to attend an important celebration. Dedicated support was provided throughout the event, allowing the individual to participate safely and share the occasion with loved ones.

Hazel Roberts, CQC deputy director of adult social care in the East of England, said inspectors had found an exceptional service in which staff and leaders worked in genuine partnership with people.

The regulator found that visits and travel time were planned effectively. Office staff supported carers who needed to remain with someone for longer than expected, rather than allowing schedules to take priority over the person’s immediate needs.

Employees were appropriately trained and assessed as competent to deliver safe care. Leaders also reviewed safety incidents, identified risks and ensured lessons were used to improve the service.

Inspectors praised the organisation’s investment in its workforce. Staff said they felt valued and supported, with access to development opportunities and recognition schemes that encouraged progression and helped the service respond to changing needs.

People receiving support were regularly invited to share their opinions and influence how the service operated. Inspectors also found that access to opportunities, advice and interventions was fair and inclusive.

The CQC said the provider offered a strong example of how a homecare service could combine dependable systems with meaningful relationships and genuinely individualised support.

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