Pronsahe Health 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 newly registered 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’s care plans were reviewed regularly and contained information about people’s preferences and wishes. For example, people who were having end of life care, their care plans contained information about how people wanted to be cared for in their own homes. Staff told us, "I read care plans and risk assessments and check dietary requirements before supporting people and report any concerns or changes to management."

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. The registered manager told us how they worked alongside the GPs and community nurses and updated them with any changes in people’s needs. One relative said, "I don’t think anything has ever gone wrong. If they are running late, they always ring me and I let [relative] know they are on their way. They have been brilliant."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had information folders in their homes with relevant information in, such as contact numbers of who to call if they needed to speak to someone from the care agency. The registered manager carried out people and relative feedback surveys.

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. Relatives told us they would speak to the manager if they had any concern but had not needed to. Relatives told us they felt involved in any decisions.

One relative told us, "The [registered manager] said if they had to resort to a male carer, they would let us know and ask how we feel about that. They asked me and my sister, I felt that was great. There was a level of concern."

The provider made sure that people could access the care, support and treatment they needed when they needed it. Processes were in place to ensure people did not experience any barriers in accessing the care and support they required. The registered manager told us how they contacted people’s GP if there was a need for an occupational therapist assessment for more equipment. Relatives told us, "Yes as far as I know, they did put in a rail for getting in and out of the bath. Also, we have a commode."

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. The registered manager explained how they engaged with people and their families to determine if they could meet their specific needs in terms of call timings and care delivery. They were flexible and ensured that care calls worked around people and their lives. Staff told us, "I encourage people to do as much as possible for themselves, offer choice and provide support as needed."

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. People had detailed advance care plans in place. People’s end of life wishes were recorded and details of their funeral arrangements were discussed and recorded. There were specific details recorded such as if someone was anxious, how to reassure them and provide support to them in that moment.

The registered manager told us how they worked with the hospice and the palliative team to ensure people had the end-of-life care and support they needed.