People who used the service had complex needs which meant they were not all able to tell us their experiences. We used a number of different methods to help us understand their experience of the service. We spoke to two people and five of their relatives or representatives. We also looked at client surveys, five care plans and spoke with three care workers.People told us that care workers were 'Very polite and friendly' and 'Reliable'. A relative told us they had 'No problems whatsoever'. Care workers told us that they enjoyed working for Bespoke and one care worker told us they 'Loved' their job. All care workers had received specialist dementia training.
All care plans were personalised and contained detailed information on each person's likes and dislikes. They took account of people's individual routines and preferences and gave sufficient detail to ensure personal care could be given in line with people's wishes.
We found that people who used the service were not protected from the risk of abuse because the provider had not taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.
The provider did not have an effective system in place to identify, assess and manage risks to the health, safety and welfare of people using the service and others