Prosper Care

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. This is the first assessment for this service. This key question has been rated 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 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.

People told us they had access to their care plans and took part in regular reviews with their keyworker or the registered manager. This meant that people were supported to be involved in any decisions made about their care. Care records we reviewed were person centred and reflected people’s goals and aspirations. Staff told us they would facilitate reviews of people’s care plans at a time that suited the person so that they got the most out of the review.

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 and the registered manager had worked with people and health and social care professionals to ensure they were settled at the service. People at the service did not require the support of their health and social care professionals at present. However, the registered manager knew who to contact should there be any changes. One person at the service needed support with physical health appointments. The registered manager made sure there was a record of any appointments and the person was aware when appointments were due so that they could be prepared. Where needed, staff would escort and advocate for people at appointments making sure they understood what the appointment was about and discussed any outcomes with them. This supported people with issues relating to health anxiety.

Prosper Care is a new, small service. The registered manager said they always consider the needs of people already using the service when admitting new people.

The registered manager was aware of Right support, right care, right culture (CQC guidance on supporting people with a learning disability or autistic people). All staff had received training on how to support people with a learning disability or autism.

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

Staff worked closely with people to ensure they understood any information they received. Staff told us it was important to take the time to ensure the people they supported understood information. A staff member talked about how they had supported a person to respond to emails. People told us that staff were patient and clear when supporting them to understand information.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us they were able to approach the registered manager at any time should they have a complaint or a concern about the service. People told us they felt listened to by the registered manager and staff, and felt confident that any complaints or concerns would be dealt with.

The registered manager told us that people had a copy of the complaints policy in their folders which were kept in their rooms.

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

The provider worked with people to ensure they received support from staff when needed. Staff were flexible and changes were made to people’s care where necessary. This included when a person at the service had plans or had an appointment requiring support earlier than usual. The registered manager coordinated with people and staff to adjust schedules so the person could be ready on time. People at the service knew who to contact outside of regular staff hours. When planning support, the registered manager also ensured that a person who required a downstairs bedroom due to their mobility needs was provided with an accessible room.

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.

People and staff said they felt the provider and registered manager worked well to ensure people were not discriminated against at the service, or when accessing the wider community. The registered manager told us the service was part of a multicultural community. People at the service and neighbours engaged well together celebrating different cultures and supporting each other.

People told us they felt staff understood their culture and supported them to celebrate events that were important to them.

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

Although the service was not currently supporting anyone at the end of their life, they supported people to consider important life changes and ensured staff received training if it became necessary.