Operated by Bespoke Home Care Limited

Bespoke Home Care Ltd

GoodRated 7 Sept 2019Home care · Crawley

CQC Key Questions

Safe

Good

People are protected from abuse and avoidable harm.

Effective

Good

Care achieves good outcomes and quality of life.

Caring

Good

Staff treat people with compassion, dignity, respect.

Responsive

Good

Services are tailored to people's needs.

Well-led

Good

Leadership and culture support quality care.

What inspectors found

30 findings

Note30 Oct 2021
People involved in decisions about their care on an ongoing basis; views listened to
Note30 Oct 2021
People's dignity, independence, privacy and confidentiality respected
Note30 Oct 2021
Staff described as kind, compassionate and caring by people and relatives

Note30 Oct 2021
People supported with nutrition, hydration and access to external health and social care professionals
Note30 Oct 2021
Regular supervision and annual appraisals in place for all staff
Note30 Oct 2021
Comprehensive induction, shadowing, Care Certificate and ongoing mandatory training programme
Note30 Oct 2021
Staff trained and working within principles of the Mental Capacity Act 2005; consent obtained

Note30 Oct 2021
Proactive engagement with local safeguarding reference group to keep up to date with guidance
Note30 Oct 2021
Regular unannounced spot checks on staff in people's homes to monitor practice and competency
Note30 Oct 2021
Effective complaints handling with policy accessible to people within their own care plan folders
Note30 Oct 2021
Open-door management culture with approachable registered manager and provider actively involved in day-to-day running
Note30 Oct 2021
Strong induction programme with shadowing, regular supervision, annual appraisals and ongoing training including Care Certificate
Note

Note30 Oct 2021
Flexible approach to adapting care calls in response to changing needs
Note30 Oct 2021
Complaints system accessible and people confident concerns would be acted upon
Note30 Oct 2021
Detailed, person-centred care plans used as basis for individualised care delivery

Note30 Oct 2021
Medicines supported safely with individual risk assessments and MAR records reviewed
Note30 Oct 2021
Sufficient staffing levels deployed to meet people's needs; rotas planned ahead
Note30 Oct 2021
Risk assessments in place and up to date; individual and environmental risks identified and managed
Note30 Oct 2021
Safeguarding awareness and reporting procedures understood by all staff
Note30 Oct 2021
Safe recruitment practices including DBS checks, character references and conduct references from previous care employers

Note30 Oct 2021
Provider meets CQC registration requirements including statutory notifications and duty of candour
Note30 Oct 2021
Accidents and incidents monitored for patterns and trends; learning cascaded to staff
Note30 Oct 2021
Open, approachable management culture; staff feel supported and communication is effective
Note30 Oct 2021
Quality assurance framework with audits of MAR charts, care plans and electronic call monitoring
Note23 Apr 2021
Leadership and staff support