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. 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.

We did not assess all the quality statements within this key question. We did not identify concerns relating to these areas which we judged as being met at our last inspection.

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.

People and their relatives felt that they were regularly involved in planning their care and support, so it was tailored to their needs. Staff had undertaken training on person-centred care to provide care tailored to people’s needs.

People reported that they were informed about changes to their needs and in the decision making about their care and support. A relative told us, ‘‘Yes, I felt involved. When we needed to change a routine I co-ordinated that. If I want changes I can talk to them. It is added to the care plan, and they all know.’’

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.

The provider had a system in place manage and learn from complaints. The provider carried out thorough investigations of complaints and took actions in a timely manner. People felt comfortable raising a concern or complaint and knew who to contact. A relative told us, ‘‘If I am not 100% happy, I speak to the managers’’ and another person told us when they had raised a complaint ‘‘[The manager] dealt with it straight away.’’

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.

People told us they were given the opportunity to give their views. A person told us, ‘‘I can contact them anytime I want either by phone, text or email. It is a constant dialogue, they always listen’’. Another family member confirmed to us, ‘‘The management call to ask how we are finding the service and encourage us to voice our thoughts.’’

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.