Chapel And District Bespoke Care Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first inspection for Chapel and District Bespoke Care Ltd since they registered with CQC. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.
 

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People confirmed they were involved in planning and making shared decisions about their care and treatment, so it was centred around them and their needs.

Where we had found areas that required improvements in recording, this was addressed on the same day as the office visit, with measures in place to ensure going forward that full information was captured, to ensure a clear plan of each visit was documented in people's care files. These explained step by step what staff were to do in line with people’s preferences.
 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People’s specific health and social care needs were assessed and recorded in their individual care plans. The provider understood the health and social care needs of their local communities, including those with protected characteristics under the Equality Act 2010.

The registered manager and staff worked well with other agencies to make sure people’s needs were met. For example, care documents reflected examples of where people had been discharged from hospital requiring more equipment. The provider confirmed they had identified these issues and ensured advice from the occupational therapist was clearly detailed for support in using the hoist.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s individual communication needs were assessed and recorded in their care plans. The provider was able to give people information in a range of different formats or languages if that was identified as a communication need for a person.

The provider worked in line with the General Data Protection Regulation (GDPR) and Accessible Information Standard (AIS) to evidence people had the right to be informed, access their information and the right to object. The provider had an AIS policy in place which showed a commitment to providing information in a format which suited people’s communication needs.

People also had a service user welcome pack explaining what the aims were as a company, how they would get to know people and how people could contact the office with any concerns.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us they knew how to complain if they were unhappy with the care service they received. A person told us, “The carers do struggle to fulfil all they need to do in the time provided. I think I’ll need to extend their hours, I feel confident if we needed more care, the agency could sort it out. I’d talk with the managers.”

The provider had a complaints procedure to ensure any concerns were actioned in a timely way. The service user welcome pack also included a shortened version of this and explained how people should make a complaint should they need to. The registered manager saw learning from complaints and concerns as an opportunity for improvement and regarded this as a positive process.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People had equal access to care, treatment and support because the provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments.

All carers were provided with emergency contact numbers and clear guidance for out-of-hours situations. One confirmed, “The managers are supportive and are happy to help with anything, there is an on-call policy for out of hours where we can ring whoever is on call through the on-call phone number.”

Policies and procedures for emergencies were accessible in the staff handbook and in people’s care plans. Staff were trained to respond promptly to people’s needs and escalate concerns according to protocol, and to always ensure people’s safety.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider ensured their staff received training relevant to the care needs of the people they supported. This helped ensure people were supported by staff who were skilled and able to support them to achieve their required care outcomes. Leaders monitored and evaluated the outcomes of people receiving care.

The registered manager ensured staff received awareness training in relation to equality and diversity which helped ensure staff understood how to support and enable equity in people’s experiences and outcomes.
 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Although there was no one currently receiving end of life care, people were supported to make informed choices about their needs and plan their future care where this was relevant to them. The provider had an end-of-life policy and procedures which would guide staff in the event of this being necessary.

The provider recognised not everyone wanted to discuss these matters with them and acknowledged not all staff felt comfortable in providing this level of care. When people wanted to express their wishes about cardiopulmonary resuscitation (CPR), they were supported to do so, and records were kept accessible to share with professionals and emergency services.