Limitless 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 remained good.

This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Systems were in place and worked well to ensure people were at the centre of their care. People and relatives reported it was easy to communicate with the provider and that they were involved in care planning and reviews. Care plans were detailed, up to date and person centred, and care was delivered in line with people's preferences and needs.

One relative told us, “I was involved from the beginning… they don’t do anything without including me,” while another described “a very comprehensive meeting to discuss needs and plan care.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff explained changes in needs were communicated promptly to management, leading to care reviews and updated support plans. Regular reviews took place, with additional reassessments triggered by changes identified by staff or healthcare partners including GPs and hospital clinicians.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider used a digital system for all care records, with these available to people and families online or on request in other formats. Staff received training in how to use the systems and said they were confident doing so. The system enabled staff to communicate any changes well, assisted them to understand stakeholder relationships and saved them time.

A particular strength identified by people and relatives was the diverse range of contact methods available to communicate with the provider. This included the use of secure messaging, email, telephone, video calls and documents in accessible formats including the use of large print and coloured paper to improve contrast for some people with visual impairments. Preferences were checked with people and reviewed as part of the updates to care plans, recognising that people’s needs changed over time.

The voices of people were evident throughout care plans. Care plans were available to people and families online with copies provided in other formats. People told us this gave them confidence in the provider.The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. This was accomplished by the service utilising a wide range of communication methods, encouraging collaboration and sharing outcomes with people and families. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had robust communication systems in place that worked well for people, families, staff and management. A communications log was maintained to record all compliments, feedback and complaints, responses completed, with details of dates and quotes. These were reviewed at team meetings to learn from them, also to thank staff. Comments requiring change were linked to action plans and care records, so that the provider had good oversight of all input to improve the service.

The provider held regular meetings with people and relatives to share information about service updates as well as actions taken as the result of feedback. Individual “you said we did” meetings were held with people and families to review specific changes to their care, with notes shared to re-enforce that their feedback resulted in change.

When concerns or complaints arose, staff supported people and relatives to escalate issues through direct communication with leaders and guided them on the formal complaint process. Efforts were made to resolve concerns quickly through discussion or meetings.

One person said, “I complained about one carer coming late… once reported it was changed,” and another stated, “always very good at getting back to me… dealt with immediately.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Care records evidenced regular schedules of home visits were maintained, with any changes communicated in advance. People and relatives said that office staff were responsive and helpful, working well with carers to deliver a reliable service.

Staff told us that this good communication with the office helped them to take action if someone needed additional assistance; the team would organise another carer to attend their next appointment and communicate this. This ensured people could access care when they needed it.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Policies around equality were in place which the provider followed and actively promoted to staff in team meetings and supervisions., The provider understood cultural and social needs well and employed a diverse group of people; this was evidenced by good feedback from people and families as well as staff.

People told us that they felt staff understood equality and human rights principles and described receiving inclusive, person-centred care. Staff described providing fair and inclusive treatment for all people regardless of background.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider ensured all care plans included provision for the future including end of life. This was created with people and their relatives and recorded clearly so that their wishes would be respected.

Staff told us that planning for future care needs, including end-of-life care, was supported through training and guidance from healthcare professionals.