Pronsahe Health Care

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.

This is the first assessment for this newly registered 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. Relatives told us how the staff were always kind and compassionate especially during some delicate situations where their loved ones were deteriorating and approaching end of life.

The registered manager told us, “Staff always ask for consent first, they ensure curtains are closed before supporting someone with personal care and ask how they want support with washing and dressing. Some people don’t always want a wash every day. They have a right of choice. We ask when choosing clothes, ask what they want to wear.”

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 care plans listed individual preferences and wishes. Relatives told us the support their loved one received was personalised and staff knew them well. Staff told us, "I review the person's support plan and risk assessments, consider the environment, mobility, weather, and any health needs."

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s care plans had examples of how they were supported to be as independent as possible, such as being supported to use the toilet or making meal choices. Staff told us, "Yes, I enjoy supporting people to live as independently as possible and helping them achieve their goals."

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 how the staff were quick to act on any health concerns and were good at monitoring people’s pain and acting quickly to reduce pain levels if they were showing signs of discomfort. The registered manager told us how they audited call times. The registered manager told us, "We audit call times, we have an app that notifies us within 15mins of a late care call, and we call staff to check and notify the relative."

One relative told us, "Never any missed calls but very rarely they are late."

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had regular supervisions. The registered manager told us how they offered staff incentives and rewards. Staff told us, "The management team are very supportive and approachable. They regularly check in with staff and are always available if I need advice or support. My manager is very understanding and allows me the time. They also check in on me and my family's well-being, which makes me feel supported both personally and professionally. We also have regular supervision meetings where we can discuss any concerns, workload and training needs.”