# Bespoke Home Care Ltd

*Operated by Bespoke Home Care Limited.*

Bespoke Home Care Ltd is a CQC-regulated home-care agency in Crawley.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 09/07/2019

## Practical info

- Postcode: RH10 9WE
- Registered manager: Falkingham, Elizabeth
- Local authority: West Sussex
- Region: South East
- City: Crawley
- Last CQC check: 09/Jul/2019 - 00:00

## Inspection findings

### caring

- Finding
  - People involved in decisions about their care on an ongoing basis; views listened to
  - Published: 2021-10-30
- Finding
  - People's dignity, independence, privacy and confidentiality respected
  - Published: 2021-10-30
- Finding
  - Staff described as kind, compassionate and caring by people and relatives
  - Published: 2021-10-30

### effective

- Finding
  - People supported with nutrition, hydration and access to external health and social care professionals
  - Published: 2021-10-30
- Finding
  - Regular supervision and annual appraisals in place for all staff
  - Published: 2021-10-30
- Finding
  - Comprehensive induction, shadowing, Care Certificate and ongoing mandatory training programme
  - Published: 2021-10-30
- Finding
  - Staff trained and working within principles of the Mental Capacity Act 2005; consent obtained
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Proactive engagement with local safeguarding reference group to keep up to date with guidance
  - Published: 2021-10-30
- Finding
  - Evidence: Regular unannounced spot checks on staff in people's homes to monitor practice and competency
  - Published: 2021-10-30
- Finding
  - Evidence: Effective complaints handling with policy accessible to people within their own care plan folders
  - Published: 2021-10-30
- Finding
  - Evidence: Open-door management culture with approachable registered manager and provider actively involved in day-to-day running
  - Published: 2021-10-30
- Finding
  - Evidence: Strong induction programme with shadowing, regular supervision, annual appraisals and ongoing training including Care Certificate
  - Published: 2021-10-30
- Finding
  - Evidence: Detailed, person-centred care plans reflecting individual preferences, histories and needs
  - Published: 2021-10-30
- Finding
  - Evidence: Electronic monitoring system used to verify staff arrived on time and stayed for the allocated call duration
  - Published: 2021-10-30
- Finding
  - Evidence: Previous breaches of Regulation 17 (governance) and Regulation 19 (recruitment) fully remediated and sustained
  - Published: 2021-10-30
- Finding
  - Evidence: Robust safeguarding procedures in place with all staff trained in adult safeguarding within the last year
  - Published: 2021-10-30
- Finding
  - Evidence: People and relatives consistently reported feeling safe and well-cared for by kind, compassionate staff
  - Published: 2021-10-30

### responsive

- Finding
  - Flexible approach to adapting care calls in response to changing needs
  - Published: 2021-10-30
- Finding
  - Complaints system accessible and people confident concerns would be acted upon
  - Published: 2021-10-30
- Finding
  - Detailed, person-centred care plans used as basis for individualised care delivery
  - Published: 2021-10-30

### safe

- Finding
  - Medicines supported safely with individual risk assessments and MAR records reviewed
  - Published: 2021-10-30
- Finding
  - Sufficient staffing levels deployed to meet people's needs; rotas planned ahead
  - Published: 2021-10-30
- Finding
  - Risk assessments in place and up to date; individual and environmental risks identified and managed
  - Published: 2021-10-30
- Finding
  - Safeguarding awareness and reporting procedures understood by all staff
  - Published: 2021-10-30
- Finding
  - Safe recruitment practices including DBS checks, character references and conduct references from previous care employers
  - Published: 2021-10-30

### well_led

- Finding
  - Provider meets CQC registration requirements including statutory notifications and duty of candour
  - Published: 2021-10-30
- Finding
  - Accidents and incidents monitored for patterns and trends; learning cascaded to staff
  - Published: 2021-10-30
- Finding
  - Open, approachable management culture; staff feel supported and communication is effective
  - Published: 2021-10-30
- Finding
  - Quality assurance framework with audits of MAR charts, care plans and electronic call monitoring
  - Published: 2021-10-30
- Finding
  - Leadership and staff support
  - Published: 2021-04-23

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-1121599446

HomeCare Compass is an independent guide and is not affiliated with the CQC.