Prime Care at Home Limited

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 treated colleagues from other organisations with kindness and respect.
People and relatives spoke highly of the kind and caring staff team at Prime Care at Home Limited. One relative told us, “They are good staff and so friendly and kind. They help [family member’s spouse as well] they empty the dishwasher if it has not been emptied and they make them a drink as well. Staff came to [family member’s] birthday celebration and they know the music and films they like.”
Staff were kind, caring and mindful of people’s dignity and well-being. Staff spoke warmly about the people they cared for. One staff member told us, “We build up relationships with people, sometimes I take people a bunch of flowers and a birthday card.” They went on to explain why flowers meant so much to the person and other things they did to help them enjoy their day. For example, they said, “I will fill up their bird seed feeder as they like to watch the birds.”
 

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.
People and relatives felt they were understood by the staff team at Prime Care at Home Limited. One relative told us, “[The manager] tries to give us the staff we really get on with, they do try and match people well.” Another relative said, “[Family member] is quite happy and they get on with the carers really well. For us, as [relatives] that’s everything, it’s all we want. If [family member] is happy, then so are we.”
Staff cared for people in ways that suited their individual needs. Staff knew the people they cared for well. One staff member told us about a person’s preferences for how they liked to be transferred, showered and dressed, taking into account their individual disability and preferences. Another staff member explained how a person’s health condition affected them, and how they supported the person accordingly.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People told us staff helped them maintain their independence. One person told us how they were supported to be involved in managing their own medicines. They said, “In the morning the carers will bring my breakfast, and my medicine blister packs, and I open my own blister packs.”
Care plans promoted people’s independence and choice. For example, they identified what people could do for themselves, and the areas staff were to assist in. One person’s care plan stated the aim was for the person to, ‘continue to self-administer my oral medicines; I may require help to hold the blister pack steady while I do my medicines.’
 

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.
Staff responded well to be able to care for people’s changing and immediate needs. People and relatives told us staff responded well to people’s changing needs. One relative described an incident where their family member needed some unexpected personal care just as the staff member was about to leave the call. They told us they were impressed as the staff member extended their call to be able to provide the personal care the person needed.
Records showed staff had taken other actions to respond to people’s immediate needs. For example, one showed staff had adjusted how they provided the person’s morning care when they were a little unsteady. At other times, staff had organised themselves to be able to support people with last minute medical appointments.
 

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.
Staff told us they enjoyed working for Prime Care at Home Limited and felt supported. They appreciated that leaders supported them to work flexible hours around other commitments. One staff member told us, “It’s a nice friendly place to work for.” Another staff member told us, “The company is brilliant.”
During our inspection day the registered manager made plans to meet with staff and accompany on them on calls to provide any support needed. Records showed the registered manager held meetings with staff to talk about any training and development, observations of practice and whether they needed any help with their current work. Changes were made to staff member’s workload when needed to help them with their well-being. Records showed leaders had celebrated staff and sent them thank you cards for their years of service. The provider supported staff with their well-being and development which helped them continue to provide person-centred care.