Bspoke Social Care

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

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 71 (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 had a very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities.

Staff were able to clearly tell us the vision of the service, they talked about delivering personalised care and support with the involvement of people and their families. The management team carried out spot checks to ensure staff were supporting people in line with the services values and vision. People and partners reported that they were cared for in a person-centred way many saying that nothing was too much for staff at the service.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

Both staff and people told us the registered manager and the provider were visible and approachable. The provider and registered manager had good knowledge in how to ensure and implement good governance systems and processes. Staff told us they felt supported in their roles.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

People, their relatives and staff told us they could confidently speak up and felt listened to. Staff were given the opportunities to voice any concerns they had. A person receiving support told us they would text the provider if they had any concerns and always received a prompt reply.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

Staff provided positive feedback about their experience of working at the service and told us they felt equally treated and supported by leaders. A staff member told us, “The

provider and registered manager listen and support the staff, they are there when you need them and supported me to have a flexible workplace adjustment when I needed to for personal reasons”

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The registered manager carried out a variety of audits of the service to ensure high quality this included spot checks of staff’s performance and reviews of care records. When issues were found during audits action was taken and shared with the staff team. This supported the improvement and sustainability of the service. However, audits relating to medicines management had not effectively identified where protocols were not in place for “As and when medicines”. Following the inspection the provider and registered manager assured us that this was now included as part of the audit process.

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people.

The provider was part of a local provider forum and we received positive feedback from health and social care professionals who worked closely with the service. They told us the service always communicated well and supported people to access services within their local community.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

The service had clear systems and processes in place to report incidents and accidents. All staff were aware and effectively used the reporting systems. The registered manager reviewed all concerns and acted straight away. Learning was discussed with staff at team meetings or supervisions. Where managers found issues, they would increase spot checks and discuss concerns with staff. Managers had used photos to ensure staff understood people’s preferences and concerns.