Head Office Also known as Swindon

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.

This is the first rated assessment for this registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People’s care plans were written in a way which promoted their dignity. Relatives spoke positively about how their family member was supported. Comments included “The two [staff] who came to our house have been excellent” and “[Staff are] friendly, responsive and understanding.” Staff had received training in dignity and respect. Daily records of care demonstrated staff supported people with kindness, compassion and dignity.

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.

People had detailed information in their care plans about their likes and interests, and things which were important to them. This enabled staff to know people well. Comments from relatives included, “They are getting to know him and are curious which is great” and “My [family member] has a core team of staff that have worked with him over the past year, and they know him extremely well.” Daily records demonstrated staff knew people well.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People had information in their care plans to promote independence, choice and control. For example, care records stated what people were able to do for themselves and areas they required support with. Staff told us people had access to community activities based on their interests and choices. Relatives commented, “They offer options so he can choose things to do independently” and “Yes, my [family member’s] independence has improved dramatically.”

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress in line with current national guidance.

The service did not always respond to people’s needs in a timely or appropriate way, and support was not consistently delivered in line with best practice or people’s individual care plans.

For example, staff did not always use the least restrictive approach when supporting children and young people who were distressed. Records showed that physical restraint was, at times, used as a first response rather than as a last resort. This did not reflect a proactive or de-escalation-focused approach to behaviour support, which was not consistent with best practice guidance.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they were happy working for the provider. Comments from staff included, “It's been a pleasure working with Bespoke Guardians”, and “I feel well treated at work and supported with everything I need to succeed in caring for each young person.” There were platforms in place to promote workforce wellbeing, such as an employee benefit system. This included counselling support, optical benefits, and dental benefits.

One staff member told us, “[The manager] is always quick to praise and share feedback from families with me, within my supervisions I know I am valued by her, and she also shows this at other times.”