Bespoke Support MK Ltd

Updated 16 October 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was carried out by one inspector.

Service and service type:

Bespoke Support MK Ltd is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to younger and older adults.

Not everyone using the service receives regulated activity; the Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

The service had a manager registered with the Care Quality Commission, they were also the provider. This means they are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

We gave the service 48 hours’ notice of the inspection visit because we needed to ensure there was someone available to facilitate the inspection.

Inspection site visit activity started on 12 September 2019 and ended on 16 September 2019. We visited the office location on 12 September 2019 to see the registered manager; and to review care records and policies and procedures. Following the visit to the office location we made telephone calls to people using the service and staff.

What we did:

We reviewed the information we had about the service which included any notifications that had been sent to us. A notification is information about important events which the provider is required to send us by law.

We contacted the health and social care commissioners who monitor the care and support that people receive.

Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. The provider returned the PIR and we took this into account when we made judgements in this report.

During the inspection, we spoke with one person who used the service and two people’s relatives. We also spoke with four members of staff, including support staff and the registered manager.

We looked at various records, including care records for three people. We also examined records in relation to the management of the service such as staff recruitment files, quality assurance checks, staff training and supervision records, safeguarding information and accidents and incident information.

Updated 16 October 2019

About the service: Bespoke Support MK Ltd is a domiciliary care agency providing personal care to people living in their own homes in Milton Keynes. Most people received social support from the provider; most personal care was provided intermittently when needed by people as they accessed their social activities. At the time of the inspection six people were receiving support with personal care.

People’s experience of using this service:

Improvements were required to the measures in place to prevent and control infection. The registered manager took immediate action to rectify the concerns identified. Some areas of risk had not been assessed to enable plans to be made to mitigate potential risks to people’s health and well being.

The service had a positive ethos and an open culture. The registered manager was approachable, understood the needs of people, and listened to staff. There was sufficient oversight in place to ensure people received a good service that met their needs and any improvements identified were made promptly.

People were cared for safely and with compassion. Staff were friendly, caring and passionate about their work; they treated people with respect and maintained their dignity.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. People had personalised plans of care in place to enable staff to provide consistent care and support in line with people’s personal preferences.

Staff were appropriately recruited and there were enough staff to provide care and support to people to meet their needs. Staff had access to the support and supervision they required to work effectively in their roles. Staff had mostly received the training they needed to meet people’s needs. People told us staff were well trained.

Information was provided to people in an accessible format to enable them to make decisions about their care and support. People knew how to raise a concern or make a complaint and the provider had implemented effective systems to manage any complaints received.

There was no end of life care being delivered at the time of the inspection. However, the provider’s policies required further development to detail the support that staff would provide to people in preparing for the end of their life.

No support with medicines was required at the time of inspection.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 10 September 2018, and this is the first inspection.

Why we inspected

This was a planned inspection.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.