Prisima Ltd

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. People and relatives felt staff respected them. One relative said, “I cannot tell you how supported we feel, how positive the [provider] have been in their support. We are very happy with them, and they are incredibly professional. They [staff] go above and beyond.” Another relative said, “They [carers] do personal care, and they are always very respectful. [Relative] is happy with them”

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. The provider recognised that everyone was different and was keen to ensure their service delivery respected, promoted and celebrated these differences. The service did not tolerate unlawful discrimination, victimisation, bullying or harassment of any kind and adhered to people's protected characteristics. Protected characteristics are specific attributes safeguarded against discrimination under the Equality Act 2010. Care plans included a life history to assist staff in understanding people’s lives, including work and family life. Care plans also included people's likes and dislikes and what was important to them. One relative said, “The carers know [relative] really well and they treat [relative with respect and a sense of humour too, they never look at the clock, quite the reverse, and are always there for us.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans included people's likes and dislikes and what were important to them. A relative said, “They [carers] are so kind and so caring. They are all kind and helped reassure [relative] with their balance and helped get their confidence back.” Another relative said, “The carers are very good at standing back and not pushing [relative] so they can do what they can, and they never rush [relative]. For example, in the shower [relative] takes their time and they listen to what [relative] wants.”

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 knew people well and were confident they would notice if something was wrong. Staff were trained to respond to emergency situations and had access to members of the management team at all times. People and relatives we spoke with told us staff would respond to people’s changing needs. One relative said, “They [staff] also understand the family and if [family member] is finding anything difficult then they will phone me.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt supported and valued. One staff member said, “Yes, the manager is supportive, listens to all staff, and treats everyone with respect.” Staff had access to a staff handbook which contained information about policies and procedures and the provider’s values, vision and philosophy. Consideration was given to staff support, wellbeing and safety. There were arrangements for out of hours support and staff had access to an out of hours contact number. Staff had access to a lone working policy to ensure suitable arrangements were in place to avoid risk of harm associated with carrying out their role alone.