# Bespoke Care Services East Dorset Ltd

Bespoke Care Services East Dorset Ltd is a CQC-regulated home-care agency in Bournemouth.

## CQC Ratings

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

Rating published: 10/07/2024

## Practical info

- Postcode: BH1 1HL
- Registered manager: Popa, Luminita-Georgeta
- Local authority: Bournemouth, Christchurch and Poole
- Region: South West
- City: Bournemouth
- Last CQC check: 10/Jul/2024 - 00:00

## Inspection findings

### caring

- Finding
  - Respecting and promoting people's privacy, dignity and independence
  - Published: 2024-05-31
- Finding
  - Ensuring people are well treated and supported; respecting equality and diversity
  - Published: 2024-05-31

### effective

- Finding
  - Ensuring consent to care and treatment in line with law and guidance
  - Published: 2024-05-31
- Finding
  - Staff working with other agencies to provide consistent, effective, timely care
  - Published: 2024-05-31
- Finding
  - Supporting people to eat and drink enough to maintain a balanced diet
  - Published: 2024-05-31
- Finding
  - Staff support: induction, training, skills and experience
  - Published: 2024-05-31
- Finding
  - Assessing people's needs and choices; delivering care in line with standards, guidance and the law
  - Published: 2024-05-31

### Other

- Finding
  - Evidence: Infection control was well managed, with staff trained and spot-checked on PPE use.
  - Published: 2024-05-31
- Finding
  - Evidence: Risk assessments were thorough and personalised, covering home environment hazards and specialist equipment use.
  - Published: 2024-05-31
- Finding
  - Evidence: The service worked collaboratively with GPs, occupational therapists and district nurses to support people's health outcomes.
  - Published: 2024-05-31
- Finding
  - Evidence: Consistent small teams of staff provided care, with people knowing who was coming and rarely experiencing missed visits.
  - Published: 2024-05-31
- Finding
  - Evidence: Staff received appropriate induction, regular supervision, appraisals and a wide programme of training including the Care Certificate.
  - Published: 2024-05-31
- Finding
  - Evidence: Medicines were managed and administered safely, with staff trained and competency-checked regularly.
  - Published: 2024-05-31
- Finding
  - Evidence: Care plans were person-centred, detailed, regularly reviewed and updated in consultation with people and their families.
  - Published: 2024-05-31
- Finding
  - Evidence: People and relatives expressed high satisfaction with care, describing staff as efficient, kind, respectful and well trained.
  - Published: 2024-05-31
- **incident_learning** _(critical)_
  - Evidence: The registered manager had not notified CQC of a significant event where people had been placed at risk of potential abuse. This was a breach of Regulation 18 of the CQC (Registration) Regulations 2009.
  - Published: 2024-05-31
- **governance** _(critical)_
  - Evidence: Governance systems had not identified the shortfalls we found during the inspection. This was a breach of Regulation 17 of the Health and Social Care Act 2008.
  - Published: 2024-05-31
- **staffing_levels** _(critical)_
  - Evidence: Staff were not always recruited safely. Recruitment procedures had not been followed and the required safety checks had not been completed on one member of staff.
  - Published: 2024-05-31

### responsive

- Finding
  - End of life care and support
  - Published: 2024-05-31
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2024-05-31
- Finding
  - Meeting people's communication needs
  - Published: 2024-05-31
- Finding
  - Planning personalised care to ensure people have choice and control
  - Published: 2024-05-31

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2024-05-31
- Finding
  - Using medicines safely
  - Published: 2024-05-31
- Finding
  - Assessing risk, safety monitoring and management; learning lessons when things go wrong
  - Published: 2024-05-31
- Finding
  - Staffing and recruitment
  - Published: 2024-05-31
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2024-05-31

### well_led

- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2024-05-31
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2024-05-31
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements
  - Published: 2024-05-31

## 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/1-11440448524

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