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Inspection Summary


Overall summary & rating

Good

Updated 30 July 2021

About the service

Bespoke Care Services is a domiciliary care agency providing personal care to people in their own homes. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of inspection, 33 people were receiving personal care.

People's experience of using this service and what we found

Staff understood their responsibilities to prevent the spread of infection whilst working in and between people's homes. They wore the correct personal protective equipment (PPE) and most were regularly tested to ensure they were safe to work with people. Those that were not part of a COVID-19 testing regime, were included on the provider's testing programme during the inspection.

Staff members were recruited safely and there were enough staff available to support people properly.

People received their medicines safely and there were robust processes in place to deal with any errors to ensure people were not harmed.

People told us they felt safe. Staff understood their responsibilities about keeping people safe. Risks were identified and managed. Incidents and accidents were recorded so that they could be considered and reflected upon to make improvements to the service.

People liked the staff who supported them and told us staff were kind and respectful. The registered manager, care coordinator and staff considered people’s diversity and respected their right to privacy and dignity. They encouraged people to be as independent as they could be and involved them in decisions about their care. People's personal information was kept confidentially.

Staff had completed training in key areas and were supported to carry out their roles. They were supported in their roles by the provider and registered manager. People were supported to access health services if needed. People's dietary needs were assessed and, where required, they were supported with their meals.

People's care plans were up to date and detailed their individual needs and preferences. People and their relatives knew how to complain although no complaints had been received since the service opened.

People were encouraged to provide their view. This included people, their relatives and staff. This ensured the service was progressive and acted on people's wishes.

The service was managed by a registered manager who had a clear vision about the quality of care they wanted to provide. Staff were aware of their roles and responsibilities. There were quality assurance systems in place to monitor the quality and safety of the service. There was a focus on continuous improvement and learning from mistakes.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 13/03/2020 and this is the first inspection.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner

Inspection areas

Safe

Good

Updated 30 July 2021

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 30 July 2021

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 30 July 2021

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 30 July 2021

The service was responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 30 July 2021

The service was well-led.

Details are in our well-led findings below.