Bespoke Care (Sheffield) Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff demonstrated empathy and compassion towards those they supported, ensuring that care was delivered with dignity and respect. One staff told us, “I promote dignity, respect, privacy, and independence by encouraging choice, supporting self, care, knocking before entering, and maintaining confidentiality. For example, I always involve our clients on decisions while attending to their personal care and I provide care discreetly and respectfully.” One relative told us, “They do respect [person’s] privacy.” Another relative told us, “We are really, really pleased with how they treat [name of relative].”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care plans were person centred, and people were cared for according to their individual needs. One relative told us, “I think the main thing is they are so friendly, kind and caring. They talk to [person]. They appreciate these ones (staff) as they treat them as a person and that is important, and not the job they are doing.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged to maintain their independence and make choices about their daily care and support. One relative told us, “They will ask [person] what clothes they want to put on in the morning, which socks they want to wear. They will ask them how they want their bed. They do give them a lot of choices.” Staff were clear of their responsibilities in supporting people with independence choice and control. One staff member told us, “I always treat people as individuals, listen to their preferences, and involved them in decisions about their care. For example, I knock before entering their home, give them choices about daily routines, choice on food or clothes they want to wear and encourage them to do tasks themselves where safe such as washing or preparing meals.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Care records demonstrated that when staff identified changes in individuals’ needs, appropriate health interventions were promptly sought and followed up. Most people and their relatives said that overall visit times suited them and where necessary changes could be made. One person told us, “I tell the carer the day before I would like staff at a different time. They usually phone the head office and talk to them about it. They usually say, ‘it will be alright’ to the carer.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager was aware of workforce diversity and was able to give examples of adjustments they had made to support staff with individual circumstances. Staff told us that overall, they felt listened to and supported with their health and wellbeing. However, some staff expressed that morale was lately quite low and communication with the office and the new provider could be improved. We discussed these concerns, and the provider agreed to take steps to increase staff wellbeing and communication going forward.