Best Care Co

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, compassion and dignity.

People and their relatives consistently described care staff as caring, respectful and attentive, and said staff brought warmth and positivity into their homes. One relative told us carers were “very attentive, I cannot believe they are so good” and said they “bring a happy energy and their hearts to their role”. Another relative told us, “My [relative] never feels rushed, and staff are kind and caring.”

Staff understood the importance of dignity and privacy when supporting people in their own homes. Relatives told us staff respected how people wanted their care delivered and protected their privacy while keeping families informed of any concerns.

Health professionals also described staff as kind and professional, even when supporting people who were anxious or distressed. One professional told us staff were “very professional and kind towards the patient”.

The provider always treated people as individuals.

Care plans were detailed and reflected people’s individual needs, preferences and risks, including for people living with dementia, anxiety, sensory impairment and physical disability. Records showed care was tailored to how people preferred their support to be delivered, with personalised risk management plans that promoted safety while respecting individual routines and choices.

Relatives told us they were involved in care planning and felt this was done with sensitivity and respect.

Staff told us they received comprehensive information before supporting people and used this to build trust and confidence. One staff member explained it was important people “feel heard because they can feel marginalised and isolated and I want to promote their dignity and independence”.

The provider always supported people to have independence, choice and control.

Care plans and risk assessments focused on enabling people to remain as independent as possible while staying safe. Records showed people were supported to make day-to-day choices about their care, routines and activities.

Managers demonstrated a clear understanding of consent and mental capacity, and described how they reviewed capacity and involved families and professionals when people’s needs changed.

Relatives gave clear examples of how staff encouraged independence and respected people’s wishes. One relative told us carers “understand and encourage my [relative’s] independence”.

Staff told us it was important to ensure people were supported to make meaningful choices during visits. People were also supported to take part in activities important to them, such as outings and social activities, which promoted independence and wellbeing.

The provider always responded to people’s immediate needs.

Managers used electronic care records and real‑time monitoring systems to oversee call times, risks and care delivery. Alerts enabled prompt management action when concerns were identified, and staff told us managers were easy to contact and responded quickly to provide advice or support.

People and relatives described the service as dependable and responsive. One relative told us the provider was “very responsive, whichever manager is on call would always respond quickly”. Another relative described call times as punctual and said they felt confident any concerns would be addressed promptly.

Health professionals also described managers as responsive and collaborative when people’s needs changed or situations became more complex.

The provider always supported the wellbeing of staff so they could deliver good care.

Staff described a strong culture of support, transparency and trust. A staff member said, “I’m happy to work here.” Staff received regular supervision, spot checks and opportunities for shadowing, which helped them feel confident and competent in their roles.

The provider supported flexible working arrangements and responded to individual staff needs, for example providing additional support with transport and technology.

Staff told us they felt valued, listened to and able to raise any concerns with managers.

Supervision records showed wellbeing was discussed routinely, and staff consistently described managers as approachable and understanding, which helped create a motivated and stable workforce focused on providing high‑quality care.