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Archived: Bspoke social care

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All reports

Inspection report

Date of Inspection: 30 December 2013
Date of Publication: 28 January 2014
Inspection Report published 28 January 2014 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 30 December 2013, talked with carers and / or family members and talked with staff.

Our judgement

The provider was introducing systems to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

The manager said that at present they received feedback from the person they supported and a relative on a daily basis. The manager said they would develop systems to monitor the service as they expanded. The manager showed us a text message the person had sent them the previous day.

We asked a person who used the service in a text message, “Do you feel your wishes are listened to by the staff from Bspoke?” The person replied by text, “Yes.” A relative told us, “They are reliable, they have lived up to what they offered.”

A senior support worker told us they prepared their rota for supporting the person with them and their relative. They said this helped them to plan particular activities and outings the person wanted support with. A relative told us their relation was very keen for the senior support worker to come to support her. The relative said, “She tries to make it nice for us as well. She cleans up after her when she has cooked a meal.”

The manager showed us a complaints file which had some blank complaints forms in. The manager said they had not received any complaints but if they did they would see these as ways to identify how they could improve the service. We asked a person who used the service in a text message, “Do you know how to complain if you are not happy with them?” The person replied by text, “Yes.” A relative told us, “I would say if something was not right. I know they would listen to me.”