Archived: Bespoke Health & Social Care

The relatives we spoke with were very happy with the care being delivered by the agency. They described good quality care being delivered by competent and well trained staff. When asked about their views of the agency, one relative told us: "Brilliant. Absolutely brilliant. They are so hands on and so caring."

Staff described a supportive and open environment and were all positive about the quality of care being delivered. One staff member said: "We work very closely with people using the service and their families."

We found that consent was not always being obtained at the service and that the provider did not obtain the agreement from people's representatives to their plans of care and treatment where people were unable to consent. However, we did find that people's representatives felt involved in their care planning and delivery.

We found that people received safe and appropriate care which met their individual needs and that staff were well supported.

There were systems in place to monitor the quality of the service on an on-going basis and system in place to effectively deal with complaints. There had been no formal complaints received by the service to date.

We spoke with one person who was using the service and the relative of another person. One person said, 'I am happy with the care that's provided, it meets my needs'. We were also told, 'The care package transferred over to Bespoke seamlessly. I am very happy so far.'

We spoke with one person who was using the service and the relative of another person. One person said, 'Yes I feel safe when the Bespoke staff are here.' Another person said, 'I know the staff and I am happy with the staff group. I was given information about who to contact should I ever have a concern.'

We saw that appropriate pre employment checks were carried out before staff started work. This included an application and interview process and checks of references, identification and a criminal records check.

We spoke with a representative of a person using the service who told us they felt they could speak with the manager at any time. We were told, 'The manager is always available. He responds very quickly and I think is always looking to make improvements.'