Bspoke Social Care

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.

People told us their views were at the centre of people’s care. Staff said they respected peoples wishes and involved them in their care, where they had people’s consent to do so they would also involve family.

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 worked with other agencies and was part of local care provider groups. They listened to the people they supported and were flexible when delivering support. New staff were introduced to people before supporting them with their care. The service was able to support people with regular care staff, to ensure consistency.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People and their families told us the service communicated well with them. People and families (where consent had been given) were able to access their information via the services electronic records system. People also had a service delivery pack in their own homes with information, in a way that they could access.

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.

The provider, registered manager and management team were visible and available. Managers often supported people with their care and would take the opportunity to ask people about their care and gain feedback. The service sent regular feedback surveys to people, relatives and staff. We were told feedback was acted upon and changes made when needed.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The service worked flexibly and ensured staff were available wherever possible. All people and relatives we spoke to gave positive feedback around communication they received from the service. They knew they could contact the service whenever they needed to do so as there was always someone on call.

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 told us they were respectful of people’s cultural needs. All equality and diversity information was recorded in peoples care records.

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.

At the time of the inspection the service was not supporting anyone with end of life care. However, planning for the future was discussed with people and documented in their care plans. Where people or their relatives did not want to discuss this with the service, this was respected. Staff told us that they would ensure people received end of life care in line with their wishes.