We Do Care (London) 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 service met people’s needs.

The last rating for this key question was 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.

The provider made sure people received person-centred care which reflected their needs and choices. People told us their needs were met in the way they wanted. People told us the agency was responsive when they requested changes. Comments from people and their relatives included, “The carers are very good at understanding [person’s] needs and supporting [them]”, “They are very responsive and are always there if I need them” and “They are extremely flexible with changes.”

Staff told us about the individual people who they cared for. They were able to describe people’s individual needs and preferences.

Staff worked in collaboration with external health and social care professionals. They shared information to ensure people received continuity of care.

The provider ensured people had information about their care and the service. People confirmed they were given a file of information which they kept at their home. People told us they could contact the agency at any time. They said managers responded well and shared information with them.

The provider listened to and involved people. They regularly met with people to discuss their care. Managers asked people for feedback about care workers and the service they received. Managers regularly contacted people by telephone and in writing. Comments from people included, “They often call and check I am alright” and “[Managers] come to see us and we talk through everything.”

People and their relatives told us they knew how to make a complaint and felt these would be responded to well.

Staff supported people to access the services they needed. For example, attending medical appointments and being out and about in the community when this was part of their planned care.

Managers assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their families to make sure they felt their needs were being met. Staff undertook training to understand about equality and diversity.

Managers and staff helped people plan for the future. They asked them about their wishes for future care and objectives they wanted to achieve. Staff provided care which helped people work towards these objectives.

At the time of our assessment, no one using the service was being cared for at the end of their lives. Staff had undertaken training about providing end of life care.