Phoenix Bespoke Support is a Good-rated homecare and supported living service that achieves Outstanding in Caring, distinguished by innovative use of social stories, exceptional cultural matching of staff to people, and a deeply person-centred ethos. No failure themes were identified; the inspection was prompted by concerns received but found no evidence of risk or harm to people.
Strengths
· Innovative use of personalised social stories to support people with learning disabilities and autism to achieve goals, including COVID-19 vaccination and independent travel.
· Exceptional care matching process involving people and families in recruiting and selecting care workers by age, gender, ethnicity, faith and interests.
· Strong person-centred culture empowering people to live independently, including supported volunteering and community participation.
· Consistent staffing with staff knowing people extremely well, building meaningful long-term relationships.
· Robust risk assessments including positive behaviour support plans, medicines audits and infection prevention and control procedures.
Quality-Statement breakdown (20)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Assessing risk, safety monitoring and managementGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Supporting people to live healthier lives and access healthcare servicesGood
effective: Assessing people's needs and choices; delivering care in line with standardsGood
effective: Ensuring consent to care and treatment in line with law and guidance (MCA)Good
effective: Staff support: induction, training, skills and experienceGood
caring: Respecting and promoting people's privacy, dignity and independenceOutstanding
caring: Ensuring people are well treated and supported; respecting equality and diversityOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
responsive: Planning personalised care; supporting people to maintain relationships and activitiesGood
responsive: Meeting people's communication needsGood
responsive: End of life care and support; improving care quality in response to complaintsGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people, the public and staff; working in partnership with othersGood
well-led: Managers and staff understanding quality performance, risks and regulatory requirementsGood
well-led: Continuous learning and improving care; duty of candourGood