Bespoke Care (Sheffield) Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

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

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 71 (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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Assessments were completed before care packages started. These assessments involved health and social care professionals, where appropriate, to provide a comprehensive understanding of each person’s needs. People and their relatives told us they had been involved in assessment and reviews of their care needs. One person told us, “Yes, we were involved in discussions before Bespoke started. I am pretty satisfied.” A relative told us, “They have just redone a joint care plan with the social worker. At the beginning we were both involved. They are on an annual basis, but if they needed to, they do it in between.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. People’s dietary needs, including cultural needs, and preferences were assessed and planned for. Staff were supported through regular supervision and training to deliver care and support to people which was in line with good practice guidelines and standards. We asked people if care staff had the skills to support them. One relative told us, “I do, yes. And I do know they are having a few problems with [name of relative’s] mobility and they reported it through immediately, and [name of carer] rings me and reports things up the line if they need to.” The provider worked positively with local partners to implement good practice and keep up to date with new ways of working.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Overall staff told us they worked well with each other. However, some staff felt communication and support from the office and the new provider could be improved. Managers and staff liaised with other professionals to share information and ask for advice when needed. Where people received advice or care from other professionals, we saw this information was updated promptly into care records. Overall feedback from partners and professionals was positive regarding working in partnership. One professional told us, “I have always found Bespoke caring and professional. They have attended meetings when I have asked them to and exhibit, they know their clients very well.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. One person told us, “[name of carer] will come and see I am not well and will say ‘do you want me to phone the GP?’.” We saw evidence of collaborative working with partners and healthcare teams. Care records showed that guidance and recommendations from health professionals were shared with staff and applied in practice.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. Care plans were reviewed and updated to reflect any changes to care and support. Daily notes and records were completed to monitor people’s health and wellbeing. The provider had systems in place to gather feedback from people and relatives on their care and had systems in place to monitor support provided, including on site observations of staff competence.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. The Mental Capacity Act 2005 (MCA) provides a legal framework for making particular decisions on behalf of people who may lack the mental capacity to do so for themselves. The MCA requires that, as far as possible, people make their own decisions and are helped to do so when needed. We found the service was working within the principles of the MCA. Staff completed training in the MCA and understood the importance of ensuring that people fully understood what they were consenting to, and the importance of obtaining consent before care was delivered. One staff member told us, “I attempt to make sure that the service user is fully aware of each act of care that I’m proposing, while respecting their right to decline. I proceed when they give consent while following established procedures and guidelines, while prioritising their comfort and dignity.”