Prisima Ltd

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. Care plans were person centred and focused on meeting people's needs and adhering to people's preferences and choices. The delivery of person-centred care was promoted by staff and leaders. One staff member said, “We offer choices daily and encourage independence and personal decision-making.”

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. Staff and leaders worked alongside external health professionals and involved them in people’s care. Information was shared with staff regarding any changes to people’s health or care needs. Staff kept up to date with changes to people’s care by reading care planning documentation and speaking with each other.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they had access to a company who will assist in presenting information in a different format such as language and pictures. The provider had a General Data Protection Regulation (GDPR) policy in place to ensure the principles of GDPR are understood and that staff have a good working knowledge of the principles and requirements of GDPR. One staff member told us how they used different approaches when they communicated with people, “We use visual aids, simple language, and non-verbal communication. Their understanding is reviewed during care planning and assessments.”

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. A compliments, suggestions and complaints policy and procedure was in place and shared with people and their relatives. Complaints were used to improve the quality of experience for people. Staff and leaders sought opportunities to obtain feedback about the service such as spending time with people during spot visit checks and carrying out reviews of peoples care packages. One relative said, “No complaints at all but if we have any issues or anything to discuss we phone [registered manager] and they will sort it out.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Call times were discussed with people and relatives to ensure they were appropriately timed to meet people’s needs. Staff assisted people using hoists and wheelchairs where needed to ensure they had access to areas of their home. Staff promoted people’s independence by ensuring they had items nearby such as drinks and personal belongings.

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. Staff enabled people to be involved in tasks to promote their independence. One relative said, “This company are incredible, if this didn’t work [relative] would be in full time care but they care about the whole family and provide consistency. They are excellent.”

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. Staff and leaders told us they would involve hospice at home and follow their advanced care plan. Information regarding funeral arrangements were included within people's care plans.