We Do Care (London) Ltd

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 service involved people and treated them with compassion, kindness, dignity and respect.

The last rating for this key question was good. At this assessment the rating has remained 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.

Staff treated people with kindness, compassion and dignity. People were cared for by the same familiar staff who they knew well. They had good relationships with staff. Comments from people and their relatives included, “They are all very good and respectful”, “They are nice people and go the extra mile” and “We are entirely happy with the carers and agency.”

People explained they were able to make choices about the gender of their care workers.

Managers told us they matched people with staff who provided their care based on their individual needs, personalities and if they had any cultural or language requirements.

Staff treated people as individuals. People and their relatives explained staff were friendly and understood about their needs. They told us care workers and managers were thoughtful and helped them to celebrate special events. Comments from relatives included, “Carers make [person’s] lunch, they understand [person’s] expectations and make the food accordingly” and “They are extremely good. Last Christmas the carers decorated [person’s] home. It was lovely.”

Staff offered people choices and made sure they were in control. People confirmed staff always asked for their views and respected these.

People and their relatives told us staff supported them to maintain independence when they were able. Their comments included, “I cannot praise them enough for how they support me. They help me to live independently” and “The carers take [person] out regularly to the park or shopping. They help [person] remain socially connected with neighbours.”

The provider responded to people’s immediate needs. People and their relatives told us there was an on-call phone service and they could speak with a manager whenever needed. They explained staff were quick to identify changes in people’s health. A relative told us, “Recently, a carer discovered an injury. They got the district nurse involved and they kept us informed.”

People told us the agency was responsive when they needed changes in care hours or visit times. A person commented, “I am impressed they are flexible with last minute changes.”

The provider supported staff wellbeing and enablement. Staff told us they felt well supported. They told us they had information about their roles. Managers gave staff informal support and advice about other concerns they had, even when these were not work related. A member of staff told us how the agency had helped them to improve their English language skills. Another staff member explained, “The manager and team in the office are very supportive.”