Gary Care Limited

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• 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 service met people’s needs.

This is the first assessment for this service. This key question has been rated good

This meant people’s needs were met through good organisation and delivery.

This service scored 82 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People received individualised care tailored to their preferences and goals.

People and their relatives praised the service for its high-quality care and support, saying, “Care staff look after [person] in the manner they wish,” and “[Care staff] follow the care plan.” Staff also spoke positively about their roles and relationships with people, commenting, “We speak the same language. I understand [people’s] goals, and I am happy to help,” and “We get to know [people] we support very well and help them the way they want.” Feedback demonstrated that staff consistently upheld person-centred values.

Relatives said staff understood the person well, communicated effectively, and responded calmly to distress. A relative said, “They really know how to speak to him, calm him down and mediate. He’s learnt a lot, he’s calmer and much happier.” Relatives told us they were regularly involved in care planning and communication, with one family member explaining, “[Registered Manager] calls us regularly, and the carers communicate with us too. They come over and we discuss things together.”

Care plans were clear and detailed, reflecting each person’s individual needs and how to meet them. People were actively involved in developing and reviewing their care plans, with input from healthcare professionals, ensuring that care and support remained personalised, relevant and responsive at all times.

The provider demonstrated an exceptional understanding of the diverse health and care needs of people and their local communities, ensuring care was joined-up, flexible, and supported choice and continuity. People and their relatives reported that they benefitted from the involvement of a range of healthcare professionals, with staff following guidance to deliver coordinated, person-centred care. People said staff worked well with them and enabled them to live fulfilling lives, including accessing the community, receiving the support they required, and enjoying activities. Overall, relatives were extremely satisfied and confident in the care provided. One family member commented, “It’s leaps and bounds better than before. [Person] is healthier, happier, and doing more. We’re extremely satisfied.”

The clinical lead confirmed effective multi-agency working with social services, an advocate, counsellor, and specialist healthcare professionals. Regular communication ensured care remained stable and responsive. A staff member told us, “We are really good at working together as a team, supporting not only the person but also each other, because getting the best from the team means people receive the best care.”

Care plans were detailed and regularly updated to reflect changes in people’s needs, supporting continuity and appropriate information sharing. Staff worked closely with healthcare professionals, with one commenting, “The [registered manager] and staff are proactive and focused on a person-centred approach. They seek our professional guidance and are open to advice and support. The [care staff] bring insights and we work well together in developing creative ways of meeting [person's] needs.” Records confirmed that staff implemented professional guidance promptly, demonstrating effective collaboration and joint working.

The provider ensured support was adapted to meet individual needs, providing person-centred care. Relatives highlighted that they were actively encouraged to be involved in decisions about care, and people experienced continuity and joined-up support when their needs changed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were provided with information in a way they could understand, taking into account their communication and sensory needs. The provider assessed people’s communication requirements, and support plans were detailed to reflect these. Staff received training to communicate with people appropriately.

People and their relatives told us staff communicated effectively and understood how they wished their care to be provided. Information was provided in a manner people preferred and could understand. Staff were able to describe the different communication needs of each person using the service. Updates on people’s communication needs were shared during team meetings and handovers, ensuring staff had up-to-date information and could adjust their communication to meet each person’s needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Staff worked collaboratively, sharing observations and ideas to improve care. The clinical lead highlighted that staff knew the person well and contributed positively to care planning, drawing on their individual skills and experience. Activities were central to the person’s wellbeing, with staff using their own strengths to support gym sessions, gaming, cooking, shopping, and other meaningful activities. Keeping the person engaged helped reduce anxiety and behavioural triggers.

People received clear information about the complaints policy and procedure, ensuring they understood how to raise concerns. People and their relatives said, “I can speak with the [registered manager] or the carers themselves if I am not happy about anything,” and, “I can always approach the carers and discuss any issues. They are receptive, and I do not have to worry about making a complaint.”

People and relatives reported that the registered manager provided opportunities to share their views and that concerns were addressed promptly. Relatives were involved in planning care, and people confirmed their choices about how care was delivered were respected. The provider also collaborated with healthcare professionals, and for people with complex needs, arranged specialist guidance, advocacy, and additional support, ensuring care remained person-centred and responsive.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People told us staff supported them to receive care that met their individual needs and preferences. Staff involved people and their relatives in planning care and support and ensured they attended appointments. The provider removed barriers to accessing health and social care services by working closely with a range of agencies, enabling people to access services when needed.

Staff received training specific to people’s complex needs, which enabled them to support people to access the community and participate in activities without restrictions on their choices or independence. Care plans detailed people’s individual needs, what was important to them, their daily routines, and preferences. Staff delivered care in line with people’s choices and respected their voices.

Staff and leaders demonstrated innovation in how they listened to and engaged with people most at risk of inequality. Insights gained were used to design and deliver highly personalised care, support, and treatment. Care plans clearly reflected people’s individual needs, preferences, and lifestyles, ensuring equitable experiences and outcomes. People and their relatives were actively involved in decision-making and in accessing support. Staff received training in equality and human rights to help reduce barriers linked to health inequalities, and people confirmed they were supported consistently in line with their care plans.

Staff ensured that learning disabilities were never a barrier to meaningful and enriching experiences. People were supported to travel independently, participate in a wide range of activities including personalised fitness programmes. This had a significant positive impact on people’s quality of life, enabling them to live active, fulfilled lives and remain connected to their communities.

Relatives confirmed and spoke positively about the breadth of opportunities available, including go-karting, gaming, cinema visits, exercise, and outdoor activities. One relative commented, “It’s so refreshing to see him enjoy life so much,” while another said, “Before it was only the cinema. Now he does all kinds of things.”

Staff consistently celebrated individuality and respected people’s beliefs, culture, and identity. One staff member told us, “[Person] is the focus of our work. There is strength in our diversity, and they enjoy being supported by staff from different cultures, religions, and ethnic backgrounds.”

The service actively promoted psychologically safe spaces where people felt confident to express their identities and have open conversations. A person told us, “[Care staff] are one family but with different identities. We respect each other’s backgrounds and learn from one another’s experiences and outlook on life.” The provider’s strong commitment to equality, inclusion, and cultural diversity enhanced outcomes and significantly enriched people’s experiences.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People and their relatives were involved in identifying future plans, including where they wished to live. Care plans contained information about people’s long-term goals and the support they required to meet their complex needs. Staff supported people to develop new skills and maintain their independence as far as practicable.

The provider worked closely with health and social care professionals, including GPs, to ensure evidence-based decision making for people with complex needs. People were supported to discuss end-of-life care if they wished. At the time of this assessment, no one was receiving end-of-life care. The registered manager understood their responsibility to ensure people would receive appropriate care at the end of their lives.