Care By Us Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question Outstanding. At this assessment the rating has changed to Good. This meant people’s needs were met through organisation and delivery, however we found that listening to feedback and complaints could be improved.

This service scored 86 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and their relatives were involved in planning, and making changes, to their care. One person told us, “We were all involved in the care plan, and it is reviewed about every 6 months.” A relative told us, “Reviews are completed to make sure everything is up to date, and we are all happy.”

Some feedback received shared indicated that consistency in carers would improve confidence that care was person-centred. One relative told us, “I do not feel that the staff are effective in this aspect as they are too irregular. They don’t get to know [them] and understand [their] condition and how it affects [them].”

Staff told us they felt they the provided person-centred care, however some felt they were hindered from doing so due to time restrictions during visits.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Many people and relatives gave feedback that they experienced difficulties in sharing feedback and contacting managers. One person told us, “I don’t know who the manager is, and I have not had a manager asking me how my care is going. I have not had any feedback forms to fill in.” A relative told us, “The office only seems to work 9 to 5, and we can leave a message out of hours, but they don’t always respond. I don’t know who the actual management are.” Another relative told us, “I’ve tried to get hold of a manager, but no one is ever available to speak to; no one ever responds to my concerns.”

The provider told us they had recently made changes to the telephone system at the office and felt that this was bringing the improvements needed.

Staff told us they were confident in sharing concerns and complaints raised with them by people, but did not always receive feedback once raised with senior staff or managers.

Whilst there were processes in place to manage complaints and feedback, outcomes were not always clear or recorded.

The provider told us that they had identified that the service needed additional support following the registered manager leaving employment and an additional manager from the provider group was overseeing all complaints. A complaints tracker had been implemented.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.