Bespoke Care Services East Dorset Ltd

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Improvements made previously to the governance systems within the service had been sustained. However, they were not always robust to ensure they used events to be proactive in continual learning and support provider oversight. Leadership was visible within the service, management staff had defined roles and responsibilities. Policies and procedures were in place to ensure the service operated safely. Established links had been made with external professionals and relationships were effective for people. People, their relatives and staff had confidence in the management of the service and felt included in decisions made. The registered manager had made all necessary notifications and information sharing as required. There was a strong desire to provide the best service for people.

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 management team and staff had the same vision for the care they delivered, it came from the provider who was committed to providing the best service for people. The registered manager and staff felt supported in their roles by the provider.

The registered manager and staff actively sought the views of people and their families through surveys and individual meetings. A relative told us, “Everything I have talked to them about has been addressed, staff go the extra mile, my loved one has the maximum support from them.”

Leadership was visible, the provider, registered manager, and the support staff team at Bespoke Care Services East Dorset Limited were experienced but newly formed and working towards a common goal to provide good quality care. Staff were passionate about their role in supporting people to live well at home. Staff were complimentary about the management of the service. Some of the comments were: “The registered manager is very nice, friendly, firm, and fair. I feel that they are a great manager, and their drive will take Bespoke forward with great success”, “I feel confident in their leadership”, “I have full confidence in the registered managers leadership. They have supported me every step in making sure I have the correct tools and knowledge to do my job”, “The registered manager, they are kind, and they always have time for me, and they do an excellent job. Bespoke has fantastic staff and care services.”

Staff knew how to raise concerns and access support, there were procedures in place. Staff had various meetings and communications to keep them updated, they felt included. Everyone told us they were confident in the management of the service and that it was well led.

Staff knew where to find policies to support them should they need to raise concerns formally. They knew they should speak with the provider to escalate concerns or outside agencies if not appropriate to speak to them. One member of staff said, “Yes, there is good communication between the office and staff when things arise and if there is an issue it is dealt with straight away. The office is very responsive when things arise.”

Bespoke Care Services East Dorset Limited had policies and procedures in place to support staff in speaking up and raising concerns. This included up to date policies in relation to safeguarding and whistleblowing.

People told us they were supported by staff who were happy in their work, and this reflected in how staff were seen by people and their loved ones. One relative told us, “I am chuffed to bits, I cannot speak more highly of the staff.” Staff were from diverse backgrounds, and everyone was welcomed into the service. Staff told us they would care for anyone if they needed it, regardless of their background. Staff received training in equality and diversity.

Policies and procedures supported diversity and inclusion within the service.

People and their relatives were complimentary about the leadership of the service. They were confident and knew who the management staff were and who to contact should they need to. Bespoke Home Care Services East Dorset Limited had made improvements since our last inspection. The provider told us they were committed to excellence and was happy and confident in the management of the service. The registered manager was keen to address any potential shortfalls and took immediate action throughout the inspection where there was an identified need.

The registered manager had made all notifications to CQC as required by law. A notification is the action that a provider is legally bound to take to tell us about any changes to their regulated services or incidents that have taken place in them. During the inspection and following our feedback the provider and registered manager created an overall service improvement plan. This meant it provided a focus and timescales for fine tuning the existing systems and further improvements.

People and their relatives told us the service worked well with all the professionals involved in their care.

Staff were keen to ensure people using the service were not forgotten within their local community. We saw many examples of staff supporting people to meet friends and family. One person said, “I feel safe with the staff, they are guiding me along.”

We received overwhelmingly positive feedback from health and social care professionals who work with the service. Some of the comments were: “They provide an essential service to clients of mine who want, if possible, to remain living at home. They reply promptly to any enquiries I raise, and I have been very pleased with the level of care they have provided to my clients”, “The registered manager has been responsive and adaptable to any situation, a good leader. The provider is keen to expand the service in other areas and is open to new ideas and partnership working”, “Bespoke has demonstrated to be one of the best providers currently in the market which I would be happy to continue working with because it’s reassuring to know that my clients are going receive the best care and they are going to follow the care plan or approaching me immediately, if something needs to be changed.”

A robust system was in place to ensure all contact with external professionals were recorded including outcomes. Records confirmed frequent and detailed contact with a variety of different professionals to support the needs of people.

The provider, registered manager and staff were keen to continue to develop and improve the service they provided. They welcomed feedback into how they could improve further and acted on advice and guidance given.

The provider and registered manager sought to strengthen the processes for continual learning. Creating an improvement action plan to enable them to prioritise adjustments and developments within the service.