Bespoke Care & Support Services

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.

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

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and

respect.

People and their relatives were complimentary of the care provided and told us they felt happyand relaxed around staff and generally had a core team of familiar staff to support them, which

they felt made a difference.

One relative/person said, “They [staff] are brilliant, I like them coming, I have fun with them.”

The leadership team carried out routine spot checks which looked at care delivery. All the checks we reviewed showed positive interactions, kindness, compassion and dignity between

care staff and people.

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.

Care plans provided a summary of people’s life history, which enabled staff to understand them better, offer topics of conversation for them, and build relationships.

Staff told us that they knew the people they cared for very well.

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

Staff were aware of the importance of promoting people’s independence and giving them choices where possible.

People told us staff encouraged people to carry out tasks where they were able to do so. A relative told us their family member was supported to engage with exercises, which resulted in their physical health improving and them progressing from being hoisted, to being able to stand using a support aid.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People were able to make decisions and have their views understood. One person told us they had a carer who “lacked empathy”, so they raised the matter with the leadership team who changed the carer immediately.

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 felt supported by the leadership team and would feel comfortable speaking with them. One told us the number of calls and lack of break times had impacted on their well-

being. We raised this with the registered manager who advised they would investigate.

Some staff had worked at the service for an extended period. One told us, “I feel supported by them, [leaders] and that is why I have lasted so long.”