A Caring Company 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.

At our last assessment we rated this key question Good. At this assessment the rating has remained 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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

Some people told us that they were not aware of any formal methods (such as surveys or structured reviews) to gain feedback but felt they could share their views at any time and that the provider was open and responsive to communication. A relative told us, “There is ‘nothing formal but I don’t think it’s necessary as the carers put regular reports online and I speak to them every day.” Another said, “I get phone calls from the company a lot, to check that everything is ok; we’ll have a chat I will let the company know if anything changes. Communication is good.” We looked at records of how engagement took place with people and relatives and saw that formal and informal methods were used to gain people’s feedback about the care and support provided.

Most people told us they gave feedback through day-to-day conversations, phone calls, or by contacting the office directly when needed. Some mentioned spot checks and six-monthly care plan reviews carried out by supervisors. Others mentioned regular calls or texts from the provider to check how things were going, particularly when care needs changed. This ongoing communication was appreciated and had helped resolve any issues quickly. A relative told us, “I feel comfortable contacting the office staff and trust that my concerns or suggestions will be listened to.”

People were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice. One staff member said, “We use a lot of different tools to collect views and feedback. From the comments that are passed to us as support workers or to the office by our clients or their family members, to reviews on the company’s website and lastly the company carries out a yearly survey to hear from the clients and their families. Lastly, I would like to mention that our management team constantly shows excellence in both leadership and service delivery. They are very responsive and always ready to address all concerns, be it the welfare of our clients or us as team members. I’m glad to be part of such a supportive team.”

Engaging with people and finding out their views took place in several different ways. People were asked to provide feedback via satisfaction surveys which was last carried out in January 2025. We looked at these and saw that feedback was positive. There were regular home visits with people where they were encouraged to give their views about the service and the quality of their care. People were asked to provide feedback via satisfaction surveys which we looked at and saw that feedback was positive. Records confirmed there were regular reviews of people's care which people, and their families were involved in. Effective communication systems were in place to ensure that staff were kept up to date with any changes to people's care and support systems to staff. They confirmed they had regular staff meetings and 1 to 1 meetings with a senior staff member. Training records showed staff received equality and diversity training as part of their induction. This was designed to help them make sure people were not subjected to discriminatory behaviours and practices.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.