Forget Me Not Home Care 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.

At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 93 (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 ensured people were truly at the centre of their care. Staff worked in full partnership with individuals, adapting support as their needs, preferences and circumstances changed. People consistently described feeling understood, valued and actively involved in decisions about their care.

The staff team consistently empowered people, upheld their dignity and ensured every aspect of support reflected who they were as individuals. For example, people’s preferences were often recorded using their own words and explored people’s gender identity and religious and cultural beliefs.

Care approaches across the service demonstrated flexibility, creativity and genuine commitment to personalised support. Staff took time to understand people’s life stories, preferences and strengths, tailoring support in ways that made people feel respected and listened to. Daily notes showed how staff used this insight to have meaningful conversations with people and build on their interests. For example, talking about their history to truly understand who they are as a person, arranging trips out to garden centres and taking time to talk with people about areas of their health where they were worried.

There were clear examples of outstanding practice. For example, when a staff member noticed changes in a person’s presentation and took them immediately to urgent care. They were thoroughly examined and assessed and received advice from a medical specialist about changes needed to manage their health conditions. Staff stayed with them the whole time, took them home safely afterwards, made them a meal and ensured they had the correct medicines. The daily note records showed an excellent level of detail and clarity about what had occurred.

Another example involved a person who phoned a staff member but hung up instead of waiting or leaving a message, the staff member immediately visited in person to check on them. The staff member stayed to chat about with the person about some health information they had been anxious about and reassured them they could call anytime they felt unwell. This reflected a very person‑centred, compassionate approach, ensuring no need, big or small, was ever overlooked.

Staff delivered highly personalised support shaped around each person’s routines, goals, identity and what mattered most to them. One person said, “All the [staff] are so understanding and supportive to our daily needs.” Another person said staff showed strong flexibility and adaptability. People repeatedly described staff as going above and beyond, with one person telling us, “The [staff] can’t be better. They are like family; extremely good, can’t rate them highly enough.” Another said, “They are all so well trained and efficient in the way they deliver the person-centred care. They go above and beyond any expectation.”

Staff demonstrated a deep knowledge of the people they supported, enabling them to provide care that felt natural, respectful and empowering. They adapted approaches thoughtfully to maintain comfort, dignity and independence, whether through communication styles, daily routines or practical support. For example, by giving people insight into care home environments ahead of time, transitions, if ever needed, became less daunting for people and their relatives, helping avoid crisis admissions. People and their relatives experienced the benefit of this firsthand. One relative told us, “[My family member’s care needs have changed] and the [registered] manager is helping me with this emotionally painful process. The staff have always added little extra touches to help me with the responsibility. The management, staff, systems and service are absolutely outstanding. Gold standard, without a doubt.”

Staff worked together to maintain truly personalised and responsive support. Choice and autonomy were consistently promoted. A staff member explained their approach and told us, “If we are preparing lunch we always give [people] choices of what they want.” They described how the team monitored and responded to changes: “We would instantly, in our [confidential secure group chat], raise if we spot a change in somebody. We write something every day so everybody is made aware of what to watch and monitor.”

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.

The provider was excellent at ensuring people received accurate, up‑to‑date and accessible information in formats suited their individual needs. Information was shared in clear, meaningful ways that supported people to understand their care, make informed decisions and feel fully involved.

The provider used technology well. Digital systems helped relatives stay informed, while staff used a computer application tool to record updates the whole team could see. This ensured information was consistent, timely and helpful. People and their relatives felt consistently well informed, respected and empowered, contributing to exceptionally positive experiences and strong involvement in decision‑making.

Staff explained things in ways that matched each person’s communication style. Even when people chose not to use hearing aids, staff were still able to communicate effectively through patience, visual cues and adapted approaches. Information was shared in a way that promoted confidence, independence and autonomy. For example, one [person] who had very limited verbal communication, used text messages between visits to communicate their needs. Staff adapted to their preferred style of communication, enabling continuous involvement. Other people with cognitive impairments were supported patiently and given time to express their thoughts once settled and comfortable.

People received information in formats tailored to their communication needs and preferences, in line with the Accessible Information Standard. The provider went further by offering care plans, guidance and brochures in braille, audio, large print, digital and paper-based formats, ensuring everyone could choose how they wanted to receive information. Newsletters included puzzles and updates about the service and were provided in any font size and could be produced in braille if required.

Relatives praised staff and the registered manager for keeping them informed and updated in a timely and supportive manner. Written and verbal communication was clear, reassuring and respectful, helping relatives feel involved and reassured. A relative said, “This company is amazing. I live away and the communication, fortnightly rotas and the [computer application] keep me in the loop and updates me all the time.”

People appreciated having fortnightly rotas, which helped them feel prepared and in control of their care. A person told us, “I get on well with all my [staff]. I am updated continually about anything I need to know.”

The provider demonstrated a strong commitment to listening to people and involving them fully in their care. Staff created an open, respectful environment where people felt confident to share their views, ideas and concerns. Decisions were made collaboratively, with people at the centre of planning, reviews and any changes to their support. The provider’s exceptional listening, communication and personalised involvement ensured people remained true partners in their care. This resulted in outstanding experiences, strong relationships and care which continually improved in response to people’s voices.

Staff took time to listen meaningfully and valued what people had to say. People and relatives consistently told us they felt “heard” and their opinions genuinely shaped their care. A relative told us, “My job used to involve care [services] and I have seen some difficult things but this [service] is excellent. Everyone is so kind and caring. [My family member] is so happy and content. [My family member] has a care plan which we were involved in creating. It is reviewed with us monthly by the [registered] manager.”

People were encouraged to provide feedback verbally, through questionnaires, and through creative tools developed by the provider such as dignity cards and digital apps. Feedback was recorded in detail and used constructively to improve care. Staff shared learning across the team so positive changes could benefit everyone. This person‑led approach created a culture where people felt empowered and included. A relative said, “[Staff] are always keen on feedback, verbally and via a questionnaire. My response is always positive. The [staff] keep [my family member] involved and informed at all times.”

People and relatives said they felt entirely comfortable sharing feedback and knew it would be acted upon. One person told us, “We have no complaints. What an excellent service. I would recommend them.” A relative said, “The [staff] are well trained. My [family member] did not get on with a staff member once. They did nothing wrong; it was a personality clash. When I spoke to the [registered] manager, the staff member has never been since and we are very happy with the current [staff].”

The provider used a ‘dignity feedback card’ at the start of the care contract being delivered, prompting people to reflect on their early experiences. This led to meaningful changes, such as visit time adjustments or additional tasks being added. Requests were respected and implemented promptly.

The provider demonstrated a commitment to ensuring everyone could access the care, support and treatment they needed, exactly when they needed it. People experienced equitable access, with support adapted sensitively so no one was disadvantaged by their communication, mobility, health or cognitive needs. The provider’s proactive, inclusive and flexible approach ensured all people had access to the care and treatment they needed.

Staff proactively identified and removed barriers to care. Everyone using the service received fair and equal access to opportunities, appointments, interventions and advice. Staff regularly liaised with health professionals on people’s behalf and supported them to travel to and attend appointments, sometimes outside of their scheduled working hours. Staff changed their own plans to make sure people’s health needs were met, reflecting the high standard of dedication and flexibility within the team.

Support was tailored to people, ensuring equity remained central. Information and interventions were delivered in an inclusive way, enabling everyone to understand and use the support offered. People consistently said staff were approachable, responsive and quick to offer help, ensuring timely access to care.

The provider demonstrated a commitment to ensuring people experienced equally high standards of care, regardless of their background, needs, or personal circumstances. Staff and leaders actively listened to those most at risk of unequal outcomes and used this information to deliver highly tailored, responsive support. This resulted in consistently positive experiences and outcomes for all groups.

People experienced fairness and consistency across the service. Monitoring showed strong, positive outcomes for people with a wide range of health needs, communication styles and levels of support. Staff adapted their approach for each person, ensuring everyone had equal opportunity to maintain independence, stay well and achieve meaningful goals. People and relatives gave highly positive feedback, reflecting a culture where equitable, person‑centred care was the norm.

The team showed a strong awareness of potential inequalities and worked proactively to prevent them by working in ways that suited each person. They used individual information, lived experiences and patterns identified through monitoring to adjust care quickly and effectively. Staff ensured people who might otherwise face barriers, such as those with cognitive needs, disabilities or limited mobility, received the additional support, explanation or reassurance needed to experience the same high‑quality outcomes as others.

There were clear examples of innovative, partnership‑based approaches that strengthened equity. Such as working with GP practices to access up to date health information through computer systems and working with OTs to develop exercise programmes people would be willing to access. The provider also worked closely with other care organisations to improve outcomes for people, such as supporting people to attend day‑care services within local care homes. This increased social interaction, strengthened mental stimulation, and provided people’s relatives with valuable respite. These partnerships not only improved well-being but helped people stay in their own homes for longer.

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.