Be Caring Manchester

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 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’s care plans fully reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act.

Care plans were regularly reviewed, and additional work was carried out to support people to identify and achieve outcomes that were important to them. The care plans we reviewed during the inspection contained person centred information to support staff.

An initiative called, ‘Above and Beyond’ enabled people to tailor their support flexibly to access the community to attend appointments or go to the hairdressers, for example. This was in addition to their commissioned 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.

People were supported to have contact with other healthcare professionals and access healthcare. People told us, ‘The other day, they called the doctor for me when I needed it’. Staff told us the office staff supported people to access other health professionals promptly when needed.

The provider ensured appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were assessed and recorded in their communication care plans. The Provider used a variety of tools to support people’s communication needs such as communication cards for people with speech and language issues or whose first language was not English.

People who used the service, their families, friends, and carers were provided with information that was accessible, safe and secure. This included a very detailed service user welcome pack that provided specific guidance on access to personal data records, confidentiality and communication needs. People were also provided with access to electronic care records which allowed them to view their care plans and communicate with the service. Staff were trained to understand the importance of maintaining confidentiality.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

Details on how to complain were provided in people’s welcome pack and any concerns could also be discussed at each care review. A complaints policy was in place and systems were effective at responding and learning from any information of concern received. There had been a low level of complaints recorded in the last 12 months.

We saw evidence that people and relatives had been given the opportunity to feedback about their experience of using the service. Recent surveys had been conducted, and responses were mostly positive. Between January and March 2025 there had been 14 annual customer surveys completed. 2 scoring the service, ‘outstanding’, 10 scoring the service, ‘good’ and 2 scoring the service, ‘Could do better’.

Additional surveys and analysis were introduced during the assessment in response to the negative feedback received.

A coffee and cake event was held twice a year where people and staff could meet and socialise together. The last event was held in December 2024. One person told us, “I go to a coffee morning there sometimes and get to know all the staff.”

There was an equality and diversity policy providing guidance on the importance of treating people equally. This was further supported by staff training. Managers and staff were alert to discrimination and inequality that could disadvantage different groups of people when accessing care.

Staff could access support out of hours and staff told us office staff were quick to respond to any concerns they raised.

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.

We spoke to people about their experience of care. They did not report any barriers to care related to discrimination.

Staff received equality and diversity training. This helped staff to understand and value difference.

Office records documented people’s referrals to external health care professionals.

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.

No one was being supported with end-of-life care currently. Staff received training in end-of-life care. A dedicated future planning section was included within new care plans which incorporated end-of-life care. Information could be updated with input from partners to ensure staff could support people comfortably and with dignity.