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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 7 December 2016

Bspoke Social Care provides registered personal care to people living in their own homes in Lincoln and surrounding villages. The service also operates a ‘social support’ service to assist people in areas such as shopping and accessing leisure facilities although this aspect of the service is not registered with the Care Quality Commission (CQC). At the time of our inspection eight people were using the registered personal care service.

We inspected the service on 19 October 2016. The inspection was announced.

The service was managed on a full-time basis by the owner who worked in the service on a daily basis, both in the office and delivering care. The owner was the registered provider (‘the provider’) with legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.

CQC is required by law to monitor how a provider applies the Mental Capacity Act 2005 (MCA) and to report on what we find. Staff demonstrated their understanding of how to support people who lacked the capacity to make some decisions for themselves and reflected in this in the way they provided care and support.

People and their relatives told us that they were satisfied with every aspect of the service they received. In particular, the provider’s careful approach to managing staffing resources which meant people were supported by the same staff on a consistent basis.

Staff had the knowledge and skills required to meet people’s individual needs effectively. Staff also knew how to recognise and report any concerns to keep people safe from harm. The provider assessed potential risks to people's personal safety and gave staff detailed guidance on how to address them. People who needed staff assistance with their medicines were supported safely. Staff also worked closely with local health and social care services and supported people to access any specialist support they needed.

Staff had established warm, friendly relationships with people and went out of their way to help them in any way they could. People were involved in planning the care they received and their needs and wishes were understood and followed by staff. People were supported to prepare food and drink of their choice, whenever this was required. Staff treated people with dignity and respect and encouraged them to maintain their independence.

The provider had an open, responsive management style which set the cultural tone within the service. She was well-known to, and respected by, everyone connected to the service. She had a strong professional and personal commitment to the provision of person-centred care which was understood by her staff and reflected in the support they provided to the people who used the service. Staff worked together in a supportive way. They enjoyed working for Bspoke Social Care and felt listened to by the provider.

Inspection areas

Safe

Good

Updated 7 December 2016

The service was safe.

Staff knew how to recognise and report any concerns to keep people safe from harm.

The provider assessed potential risks to people’s safety and put preventive strategies in place to address them.

Staffing resources were managed carefully to ensure that people received the same staff on a regular basis. Staff had enough time to meet people’s needs without rushing.

The provider had safe systems for the recruitment of new staff.

People’s medicines were managed safely in line with good practice and national guidance.

Effective

Good

Updated 7 December 2016

The service was effective.

Staff had the knowledge and skills to meet people’s needs.

Staff were aware of how to support people who lacked capacity to make some decisions for themselves.

Staff worked closely with local health and social care services and supported people to access any specialist support they needed.

Staff assisted people to prepare food and drink of their choice.

Caring

Good

Updated 7 December 2016

The service was caring.

Staff had warm relationships with people and supported them in friendly, helpful ways.

Staff encouraged people to maintain their independence and to exercise choice and control over their lives.

People were treated with dignity and respect.

Responsive

Good

Updated 7 December 2016

The service was responsive.

Staff knew people as individuals and provided care that was responsive to each person’s individual preferences and needs.

People knew how to raise concerns or complaints and were confident that the provider would respond effectively.

Well-led

Good

Updated 7 December 2016

The service was well-led.

The provider was well-known to everyone connected to the service and provided strong, supportive leadership to her team.

Staff worked together in a friendly and supportive way.

A range of auditing and monitoring systems was in place to monitor the quality of service provision.