Bespoke Care At Home, a domiciliary care agency based in Slough, has been rated ‘inadequate’ and remains in special measures after a follow up inspection by the Care Quality Commission (CQC).

The service delivers personal care to people with mental health needs, people with learning disabilities, autistic people and people living with dementia. It was first placed in special measures in April 2022.

5 key questions

The CQC uses five key questions to assess whether a service is performing well for people.

These are:

  • Is the service safe?
  • Is it effective?
  • It it caring?
  • Is it responsive to people’s needs?
  • Is it well led?

Bespoke Care At Home received ratings of ‘requires improvement’ against the questions concerning effectiveness, caring and responding to people’s needs. However, it was deemed ‘inadequate’ for safety and leadership.

What inspectors found

While most people receiving care from Bespoke Care At Home said they felt safe from harm, inspectors witnessed “unsafe work practices that amounted to abuse”. The provider used illegal restrictive practices and was not aware of its responsibility to identify and report potential abuse. Nor did the provider do all that it reasonably could to mitigate risks to people’s health and safety.

Unsafe recruitment practices meant that Bespoke Care At Home did not always protect people from unsuitable staff. Inspectors said that staff were not always appropriately skilled or qualified to ensure people’s needs could be met.

People were not supported to have maximum choice and control of their lives, and staff did not support them in the least restrictive way possible or in their best interests. People were not always treated with dignity and respect, and the provider did not always meet the care and support needs of people with learning disabilities or living with dementia.

What happens next?

Bespoke Care At Home received an overall rating of ‘inadequate’ from the CQC and remains in special measures. The service will be kept under review.

According to its report, if Bespoke Care At Home has not made enough improvement within six months, the CQC will begin the process of preventing the provider from operating this service.

However, the CQC website shows that the service was archived on 10 May 2023. Archived services are ones that are no longer part of a provider’s registration with the Care Quality Commission.

Published on 8 Jun, 2023

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