Reliance Community Care Limited Bradford

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 newly registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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.

The provider was exceptional at making 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 detailed, specific, and consistently person-centred, reflecting each individual's current needs, preferences, and personal history. Plans were written in a way that clearly captured, promoted and respected the person’s voice, with evidence of the importance of their direct input and regular involvement in reviews and decision-making.
People told us they felt genuinely cared for and supported in a way that reflected who they were as individuals. One person said, “They know me, and have listened to what I wanted. I told them I did not want a male carer, and I have never had one.” Another relative commented, “They tailor everything to [person]. They have accommodated everything [person] needed, such as recruiting Urdu speaking care staff.”
Staff were able to provide thoughtful and meaningful examples of how they embedded person-centred care into daily practice. This included adapting care delivery routines to meet personal preferences and supporting people to maintain hobbies or community links that were important to them. Staff demonstrated a deep understanding of the people they supported and were clearly committed to delivering care that was as individual as the person receiving it.
There was a strong emphasis on choice and autonomy. We saw that care plans were not only reviewed regularly but adapted quickly when people’s needs or preferences changed, ensuring that support remained relevant, respectful, and empowering.
 

The provider demonstrated outstanding practice in ensuring continuity of care and smooth transitions between services. There were highly effective communication and collaboration with external professionals, particularly during times of change such as hospital admissions, discharges, or healthcare appointments. Staff were consistently kept up to date, and information was shared promptly and accurately to ensure people received seamless, coordinated care.
The provider also showed a deep commitment to building and maintaining positive, trusting relationships with people, especially those who had experienced breakdowns in previous care arrangements. Staff worked closely with individuals to understand their histories, preferences, and concerns, managing assessed risks in a way that was both safe and empowering.
This personalised and compassionate approach enabled people to feel secure and respected in their care, resulting in stronger engagement, improved outcomes, and a sense of continuity that people and families told us they greatly valued. The service’s ability to rebuild trust where it had previously been lost was a clear example of exceptional, person-centred practice.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
People and their relatives told us they had been involved in the development and, where appropriate, the review of their care plans. They confirmed they were able to request and receive a copy of their care plan if they wished, supporting transparency and shared understanding of the care being delivered.
The provider offered information in a range of accessible formats to meet individual communication needs. This included easy-read versions of care plans and documentation for those who required them, ensuring information was inclusive and easy to understand.
Where people chose not to have a formal care plan document in their home, the service offered the option of paper records for daily care notes. This allowed people and their relatives to monitor visits and remain informed about the care being provided.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.
Surveys were regularly conducted to collect feedback from those using the service and their families. The responses were collated and reviewed to identify any areas for improvement. Where feedback indicated that experiences could have been more positive, the provider took appropriate steps to reflect on this and consider adjustments to ensure the service met people’s individual expectations.
The provider recognised that not everyone wished to give feedback remotely. To accommodate this, visit forms were completed in person for those who preferred face-to-face communication, ensuring that everyone had a meaningful opportunity to contribute their views.
Staff were routinely involved in the improvement of the service through regular weekly meetings, where they were encouraged to share feedback on care delivery, raise concerns, and suggest changes. Staff told us they felt listened to and valued, and that their input helped to shape service improvements.
The provider maintained a well-organised complaints matrix to help them in identifying any themes. This included clear records of concerns raised by people directly to staff or management. Documentation showed that all complaints were responded to appropriately, with actions clearly recorded and outcomes detailed. This demonstrated a transparent and responsive approach to resolving concerns and learning from them.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
The provider demonstrated a commitment to ensuring equitable access to care for people from all backgrounds. The provider supported a diverse group of individuals, and there was clear evidence that people of different cultures, backgrounds, and needs were able to access the care and support they required without barriers.
The service responded promptly and effectively to hospital discharges, often accommodating care packages at short notice. This was achieved through well-established procedures and protocols that enabled safe and efficient transitions into care, helping to reduce delays and support continuity of care.
The provider also ensured that people who were unable to attend the office still had full access to key service information. Contact details, including out-of-hours support, were made available to people and their families, allowing them to reach the service when needed, including between care calls.
These arrangements supported timely access to care, responsiveness in urgent situations, and flexibility in how people interacted with the service, contributing to a positive experience for people using the service.
 

The service consistently provided safe and equitable care tailored to people’s individual needs.
People experienced care and treatment safely and equally, regardless of protected characteristics or complex needs. The service demonstrated a clear commitment to ensuring that all individuals, including those with dementia and complex health conditions such as dysphagia, received appropriate and safe support. Staff were specifically trained to meet the needs of people living with dementia, which contributed to them experiencing positive outcomes.
Importantly, staff were able to provide clear examples of how they supported people who were unable to easily communicate their wishes, ensuring that they received the same level of care, respect, and dignity as those who could express themselves more readily. This approach helped maintain equality in the quality of care provided and ensured that everyone was treated fairly and with compassion.
 

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.
Feedback from relatives of people receiving end-of-life care was positive. They praised staff for their kindness and compassionate interactions during these challenging times. Care plans were comprehensive, accurately reflecting people’s needs and wishes, and demonstrated clear involvement of relatives and consideration of advanced decisions. This ensured that care was personalised and respectful, supporting people and their families through difficult phases with dignity and sensitivity.