Bespoke Care & Support Services

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. Staff made sure people were at the centre of their care and treatment choices and they decided how to respond to any relevant changes in people’s needs. Care plans and tasks contained information such as how the person wanted their personal care provided and included information about the person such as any hobbies, interests and life histories, of if the person wore glasses or used a hearing aid.

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.

The service carried out assessments and reviews to ensure people’s care was provided around their individual needs and preferences.

The provider confirmed they were able to provide appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The leadership team had a good understanding of people’s individual needs and what these might be. Details around people’s communication needs were included in their care plans. This included information on when people had experienced any hearing or sight loss. The registered manager told us that care call rotas were emailed to people, but some told us that they didn’t receive them. The registered manager was made aware of this, and encouraged to review accessibility needs, to ensure people received documentation.

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’s views were sought through visits and surveys. Relatives felt able to raise any concerns and were happy with the care and support provided. The leadership team liaised with health and social care professionals when required.

The provider made sure that people could access the care, support and treatment they needed when they needed it. There were no barriers to people accessing the service or their care and support. Out of hours support was in place, covered by the management team to ensure staff always had access to support.

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.

Staff had undertaken equality and diversity training.

Staff, people and family members did not identify any concerns about discrimination.

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.

The service was not providing end of life care to anyone during the assessment period, therefore there were no documented discussions within people’s care plans.

Do Not Attempt Resuscitation (DNAR) paperwork was in place and clearly noted where this could be found in the person’s home, ensuring staff and emergency responders could act appropriately.