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Archived: Bespoke Care At Home

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Inspection report

Date of Inspection: 31 July 2013
Date of Publication: 3 September 2013
Inspection Report published 03 September 2013 PDF | 78.42 KB

Overview

Inspection carried out on 31 July 2013

During a routine inspection

At a previous inspection we carried out in March 2013, we found the provider did not meet the regulations required to ensure people were protected from potential harm, as the provider did not have a safeguarding policy and had not ensured staff were trained to recognise safeguarding concerns. Staff were not appropriately supported through supervisions, appraisals or other appropriate measures to ensure care was delivered safely. The provider did not have effective systems in place to monitor the quality of their service provision.

We required the provider to tell us of appropriate changes they would make to address the issues identified. We carried out this inspection once the provider had told us they were compliant with the requirements of the regulations.

We spoke with two people who use the service, and six relatives of others who use the service. They all confirmed they were involved in care planning, and told us staff provided a good level of care. One person who uses the service told us “They take notice of what I want.”

We saw the provider had developed a safeguarding policy, and shared this with people who use the service. They ensured staff were aware of the policy, and could implement it appropriately. Staff had training to support their understanding of safeguarding issues, and were able to identify signs of potential abuse.

Staff received regular supervisions and appraisals, and we saw evidence these were conducted in accordance with the provider’s procedures. One care worker we spoke with said “We communicate well and can always drop into the office. It’s like family.”

We looked at results from a satisfaction survey conducted in April 2013. This collated responses from people who use the service and their relatives. Satisfaction levels were high. The management met regularly to review feedback, policies and procedures to ensure the service was effective in its delivery of care to people.

We saw the provider had a complaints procedure, which was available to all people who use the service. Staff were aware of appropriate actions to take to respond to complaints.