Bespoke Care (Sheffield) 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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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. Care plans reflected people’s life histories, interests, choices, and preferences. Staff were able to demonstrate a clear understanding of the importance of delivering person-centred care and ensuring people had choices about how they lived their lives. One staff told us, “I give them as much choice as possible, for example choosing what to wear, what activities to do. I talk to them about their life and the things they are interested in.”

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. Care records confirmed that relevant health and care professionals were contacted when people needed to see them. Systems were in place to monitor and review care, including the monitoring of care calls to promote consistency. The provider responded to feedback we shared from some people and relatives about receiving support from a consistent staff team and agreed to keep this under review.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Systems were in place to meet the requirements of the Accessible Information Standard and to provide information in ways that met the individual needs of people supported. Care plans outlined each person’s communication needs and the support required. One relative told us how staff supported their relative who had a visual impairment, “They (staff) will describe what [person] is having and show [person] on the plate where each item is, and what it is. They take [person’s] hand and point.”

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 and their relatives knew how to provide feedback about their experiences of care and support, including how to raise concerns or issues. One person told us, “I would phone the office and ask to speak to the manager and if I didn’t get a satisfactory answer, I would ask them to come and visit me. I can speak up for myself. I have never had to make a complaint.” The registered manager welcomed feedback and viewed it as an opportunity for learning and improvement. We saw evidence that complaints and concerns were responded to promptly and, where appropriate, action was taken.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were responsive to people’s needs and ensured they received care and support in line with their preferences. Records showed that people had equal access to services, including healthcare, and were supported in a timely manner. People were treated fairly and equitably, with reasonable adjustments made where required.

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 registered manager and staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers or delays and protected people’s rights.The provider completed regular care reviews to ensure people’s care continued to meet their needs and new goals could be set. The provider had policies, training and systems in place to encourage people and staff to speak up about equality and diversity.

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. Care plans were reviewed and updated regularly to ensure they reflected any changes in individuals’ needs, preferences, and circumstances. Recent issues with the system for recording information in care plans were in the process of being addressed to ensure all information was accurate. People’s decisions and choices were consistently respected, with staff actively supporting people to maintain autonomy and control over their care. Where people had discussed their end-of-life care wishes, this was recorded in their care plans.