Utopia Care 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.
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 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.Care plans were written entirely in the first person, articulating planned outcomes from the perspective of the person receiving care. People were partners in decisions: a relative explained "we are involved in decisions regarding how they [relative] wish to be cared for, and this was discussed at the review, and the care so far has been very satisfactory". Another relative described how " They [relative] are given choices, and everything is prepared to their liking". The provider responded to changes in people's needs in partnership with them, for example, by suggesting a hearing aid assessment, adjusting visit frequency in response to declining mobility, and supporting transitions of family decision-making, such as power of attorney arrangements. Decision-making was treated as a shared activity throughout the records reviewed.

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 relative described how "They [relative] have consistency of carers that do their calls, and this is good as it makes them feel safe and they have got to know them well". Another reflected on how the service had supported continuity through a staff transition: " They [relative] now have the same carers. There was a bit of a transition when their main carer moved to the office, and it took a little time for consistency of care to settle, but it has settled down". The provider supported a range of care packages tailored to people's needs, from twice-weekly bathing support, through morning and evening visits, to 4 visits per day for people with higher dependency. Care was joined up across the day for those who needed it and proportionate for those who needed less.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For a person with a learning disability, the care plan documentation explicitly listed easy-read materials as a recognised support tool, in addition to processing time and verbal key words evidencing tailored information formats for individual communication needs. Care plans contained planned outcomes and risk descriptions in the person’s first language, so they were comprehensible to the people they concerned, not only to the professionals delivering the care. A relative described the provider as "completely transparent; we have access to the care plan, activity logs, and also there is a booklet that explains their policies and complaints procedure". A person confirmed, "I am aware of the complaints process if ever required".

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 reported that the management team were accessible and present: a relative stated, "The manager is easy to talk to and contact"; a person confirmed, "I know who to contact at the office if needed". A relative described open communication when concerns arose: "Communication is very good, and they keep me informed of any problems". Another person told us, "They communicate well, and if there are any issues regarding [relatives] health, they will contact me". Where the registered manager went on planned leave, this was communicated and covered appropriately: A person confirmed. "The manager is on maternity leave at the moment, but her deputy keeps in touch with me and will occasionally ring me".

The provider made sure that people could access the care, support and treatment they needed when they needed it. A working-age person explained "I work full time, so they fit into my schedule". Another person told us, “The company are flexible, so if I need to change any of my calls, they will accommodate me". A relative confirmed, "They are very flexible, and if we have a family get-together and need to change the call times or cancel, this is done with ease and reinstated again". Analysis of planned versus actual call data across 4 weeks in March 2026 showed that 78% of calls were delivered on time within a 5-minute tolerance. Cancellations represented less than 1% of total calls. The service supported people across a wide range of ages and care needs, from twice-weekly bathing support to 4 visits per day packages for service users with complex multi-morbidity needs.

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. People with cognitive decline, anxiety, learning disability and complex long-term conditions had tailored care plans addressing communication, capacity and decision-making. A relative described the effect of patient, trust-building work with a service user prone to distress: " They [relative] can be quite anxious and tearful, but the carers have worked hard to gain their trust". The same relative continued: "The carers have taken on board the need to provide reassurance, and my aunt has settled comfortably with the support from the carers". For a person with a learning disability, the communication care plan explicitly addressed the need for processing time, simple language and reassurance during key safe entry. This evidenced practice that was adapted to inequality of access to information, not only inequality of access to care.

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. Recommended Summary Plan for Emergency Care and Treatment [ReSPECT] documentation was in place for people. End-of-Life Wishes care plans articulated, documented preferences and required actions in the event of deterioration. The provider also supported people through transitions of decision-making authority. A relative described how the office had recently informed her of correspondence relating to her relative’s power of attorney: "We keep in touch via email, and they informed me recently of receiving an email from my relative’s solicitors regarding [their] power of attorney, as they have now been named as having financial control, and I was unaware of this, so I am grateful for the fact that they informed me". Future planning was treated as a continuing conversation, not a single event.