GO Care Ltd

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.

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 75 (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 center 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 told us they were happy with the care they received. They said the agency was responsive when they wanted changes. They were involved in planning and reviewing their care and regularly spoke with the registered manager about their needs. Their comments included, “I am the happiest I have ever been with the staff and the agency. They ensure that all my needs are met and do go the extra mile.” and “I have regular staff and they know me well and we work very well together.”

Currently care plans were reviewed annually. The registered manager told us that they were planning to drop this to every six months. They said that they will update care plans if needs were changing immediately and carers and family and the person were involved in the process.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

A person spoke highly about how the staff helped them to be part of the community, which helped them to reduce the risk of social isolation. They said, “It has been brilliant. Since starting with Go Care, I can meet my friends again, go out and make new friends.” The registered manager said, “We will and do work with external health and social care professionals to make improvements to the care and support we provided to people.”

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

All information was available in formats suitable to people’s needs. The registered manager told us that if needed, documents and records could be provided in large print, easy read and different languages. Information given to people included the complaints and safeguarding procedures, a service user guide, and guidance about fire safety, support with oral care and skin integrity, as well as information about people’s medicines and health conditions. People using the service told us they had the information they needed and could speak with the registered manager about any queries.

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.

People who used the service and relatives had various opportunities to provide feedback on the care they received. A person said, “The manager visits at least every 3 months and will call me regularly to ask me if everything is OK and if there is anything I need or would like to change.” The service carried out regular surveys to get people’s views. The most recent survey dated November 2025 showed 100% satisfaction but highlighted also some areas of improvement. The feedback had been analysed by the registered manager and formed part of an improvement plan to make changes to people’s care and support. For example, people highlighted that they would benefit from a hospital passport when going to see external health care professionals.

Following this, the provider made sure all people had a hospital passport in place. This showed the service listened to people and made changes to systems and processes

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

People told us they had developed good relationships with care staff. A person said, “They are all kind and compassionate, eager to ensure I have the best of care. We have built a deep bond and trusting relationship. They provide dignity and respect, and it is a pleasure to have them in my home.”

Systems were in place to support people to access health care providers. Information was readily available to people, relatives and staff as required. The service operated an on-call system where staff, people using the service and relatives could contact them when they needed extra support or in an emergency.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff spoke positively about working at the agency and said they felt valued by their colleagues and management. Staff were clear about their roles and responsibilities. They were aware of the importance of treating people with respect regardless of their background or lifestyle. Procedures regarding equality and diversity were in place. Staff completed training to understand how to meet people's diverse needs.

Management had individual discussions with staff about people's needs and how to ensure staff followed best practice guidance. Care plans included a cultural and spiritual assessment of needs.

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.

At the time of the assessment, the service did not provide end of life care to people. An end-of-life policy was in place. Staff have received training in end-of-life care.