Caredo 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 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.

There were processes to ensure people received care and support that met their preferences. Relatives told us their family members had a care plan, and they and their family member were involved in planning their care and support. One relative told us, “[Family member] has a care plan and I was involved in creating it, and staff know what’s in it and follow it.”

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.

People received the full care and support that has been funded. Staff stayed for the duration that was planned and were able to give people their full attention. The management team ensured rotas and travel times were planned to support this. One relative told us, “Staff do everything they need to do and they look after [family member] and keep their house clean.”

To reflect the local communities’ diverse needs the provider told us, “We usually hire local people as this is good for managing language barriers.”

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

The service met the requirements of the Accessible Information Standard by identifying, recording and meeting people’s communication needs. Care plans guided staff on how to communicate effectively with people. For example, one care plan stated the person liked staff to face them when speaking and included, ‘I can offer facial expressions to show if I’m happy or not and I can show signs of agitation if I’m not happy.’

The management team made it easy and accessible for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The management team made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

Relatives told us they felt informed and listened to about their families. They told us they had opportunities to share feedback about the support and care their family members received.

All information was stored electronically and password protected. People and relatives could access their information remotely and review their documentation and records of what tasks had been completed.

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

Relatives were able to engage with the management team choosing times family members received their care to meet their needs. Staff told us they supported people when their needs fluctuated. We found care plans gave guidance on how to support people day to day when things changed.

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.

Relatives told us they had received good outcomes and positive experiences from the staff. Care plans guided staff on how to support people with their religious and spiritual needs. For example, how to support people with prayer, provide halal meals, and arrange virtual or in-person mosque attendance.

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.

Where people had shared their end of life wishes, these were documented in their care plans. This included DNACPRs. DNACPR stands for ‘Do not attempt cardiopulmonary resuscitation (CPR).’ It means if a person had a cardiac arrest or dies suddenly, there will be guidance on what action should or should not be taken by a healthcare professional, including not performing CPR on the person. Staff had received training to ensure they were able to provide suitable end of life care and support.