Golden Keys Care Agency 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 provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff developed positive relationships with people and knew them well, which enabled them to provide caring and personalised support. People and relatives consistently described regular staff as compassionate, knowledgeable and committed to supporting people well. One person told us, “I find [staff] very competent, hardworking, honest in their opinions and attitudes.” A relative said, “I have great respect for all the carers who go to help [person]. They try very hard.” Another relative described carers as “as good as gold and brilliant with [person]” because they understood the person's needs and provided consistent support.

People generally told us they felt respected, valued and well supported by staff, particularly those who knew people well.

The provider always treated people as individuals and recognised their unique needs, preferences and circumstances. Care plans generally reflected people's routines, communication needs, cultural preferences and the involvement of family members. People told us staff understood what was important to them and adapted support to meet their individual needs. This included supporting people to maintain preferred routines, attend social activities and receive visits at agreed call times.

One person told us, “I always get my time. 8.30-9am is what I'm happy with and they do that call for me.” Another person said, “I have a heart problem, and they understand my problem and they do things for me.” A relative explained staff supported their family member to continue attending a club that was important to them.

People frequently linked positive experiences to staff who knew them well. One relative told us, “We have two brilliant carers and there is never a problem with them.” However, people and relatives described the impact of staff turnover on continuity of care. Some told us replacement carers were less familiar with people's routines and preferences, meaning people occasionally needed to repeat information or explain how they preferred their support to be delivered. While this affected the consistency of some people's experience, the overall evidence showed staff understood and respected people's individual needs, preferences and choices.

The provider always promoted people's independence, choice and control and supported them to remain involved in decisions about their care. Staff sought people's consent, respected their decisions and encouraged people to do as much as possible for themselves. Care was delivered in a way that balanced maintaining independence with providing the support people needed to remain safe and well.

People told us staff involved them in decisions about the support they received. One person said, “They do ask if I want anything else done.” Another person told us, “I am still very independent.” People described receiving support in a way that enabled them to maintain control over their daily lives while ensuring their care needs were met.

Relatives also described staff supporting people to continue activities that were important to them. One relative told us carers arranged support around attendance at a social club to ensure the person could continue participating in activities they enjoyed. This demonstrated staff worked with people to maintain choice, control and involvement in aspects of their lives that mattered to them.

The provider responded to people's immediate needs and took appropriate action when concerns or changes in circumstances were identified. Staff knew people well and recognised when their wellbeing, health or support needs changed. Care plans generally reflected people's routines and preferences, and there was evidence staff adapted support when people's needs changed.

People told us staff noticed changes in their wellbeing and responded appropriately. One person said, “They spot it before I do, because they know how I am normally.” Another person described how a carer checked on them following a fall, saying, “It was nice of them to just come in and see if I was OK.”

Relatives also described positive examples of responsive care. One relative told us that after reporting an incident, staff returned promptly to provide support and said, “I thought that was very good.” Another relative explained carers contacted them when they noticed a change in the person's presentation so that further support could be sought if required.

People told us staff responded positively to requests for additional support and were willing to help when needed. One person said staff “always ask if there is anything else they can do.” This demonstrated staff were attentive to people's changing needs and took action to ensure people received timely support.

The provider supported and enabled staff to deliver person-centred care. Staff received induction, training and ongoing support to help them meet people's needs safely and compassionately. The provider promoted staff wellbeing and created an environment where staff felt able to seek advice, raise concerns and access support when required.

Staff feedback indicated managers were approachable and responsive. One member of staff told us, "I feel able to speak to my manager or senior about any concerns and I feel they listen and provide support." Another member of staff said, “I can contact them whenever I need advice or support."

The provider sought feedback from staff and had systems in place to support staff wellbeing and development. Staff satisfaction surveys completed during 2026 reflected positive feedback about teamwork, communication, supervision and management support. One staff member commented, "I feel valued by the company as they often train and supervise, and they are open for discussion." Survey responses also showed staff generally felt able to speak openly with managers about concerns and felt supported in their roles. This helped staff to deliver care in a consistent and person-centred way.