Priocare Health Solutions Ltd - Harrow

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• 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.

Caring

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

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

Staff spoke positively about the people they supported. They understood the importance of ensuring people’s privacy and dignity were always maintained. A staff member told us, “I ensure I am calm and respectful, ensuring the person feels involved in their care. Another staff member told us, “I always ask permission before assisting people, I ensure I maintain dignity at all times.”

Relatives described the care workers as warm, attentive, caring, and trustworthy. One relative said, “The registered manager demonstrates empathy, dedication, and a protective approach, I know someone good when I see.”

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’s choices and preferences were used to tailor their care and support to meet their individual needs. Staff understood how to treat people as individuals and provide care and support in line with their needs and preferences. A staff member told us, “Care is adapted to the individual’s needs and preferences as outlined in the care plan.”

Managers monitored and reviewed people’s care and support at regular intervals to make sure care plans reflected their current needs and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to stay as independent as possible, make their own choices, and remain in control of their care. Staff understood the importance of supporting people to maintain their independence and to live at home for as long as possible. Care workers spoke about how they supported people to make informed choices about how they lived their lives and decide what care would be provided for them.

The provider reviewed people’s care plans at regularly to make sure these remained up to date and current about their choices for their care and support needs.

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.

Relatives told us staff were responsive and communicated and interacted with them in a kind and compassionate way. A relative said, “If something happened, I feel the manager would never dismiss a concern they would step in themselves. Another relative said, “Staff communicate quickly about any changes affecting care.”

Care workers said they knew the people they provided a service for well and were aware of when they needed to communicate with the office staff and relatives. A staff member said, “We have developed a good understanding of both people they support and is able to identify and report changes.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider supported staff in their roles. Staff received ongoing training to help in their development to provide safe and effective care to people. Staff told us they were supported, and morale was good. A staff member told us, “[Registered manager] is approachable and available when needed, communication is open and supported.”

Staff knew who they were accountable to and understood their roles and responsibilities in ensuring people’s needs were met. They had access to a range of policies and procedures to guide them in their roles and ensured people were cared for safely.