Prisima Ltd

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. This is the first assessment for this newly registered service. This key question has been rated good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. The provider’s quality statement they would treat every person with respect, dignity and as an individual. The registered manager said, “We look at each person as an individual and staff continually assess people to ensure the values are maintained.” The providers values were referred to in documentation including policies, procedures and the staff handbook.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. People and relatives knew the registered manager by name and had met them in person. One relative said, “[Registered manager is really good, great at communicating and responds very quickly. We have met [registered manager] and they were really nice.” Another relative said, “[Registered manager] is patient, kind and knowledgeable and supports us and their staff.” Staff told us the registered manager was friendly and approachable. One staff member said, “The manager is supportive, listens to all staff, and treats everyone with respect.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The provider’s whistle blowing policy welcomed staff to raise concerns and leaders were committed to addressing poor standards. The policy included contact details for the freedom to speak up guardian for the service.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The service had an equality and human rights policy and procedure to enable Prisima to meet the legal requirements to promote and protect equality and human rights including any reasonable adjustments that may be required. The policy also detailed how the service promoted autonomy, wellbeing and independence by respecting and enhancing people's human rights. Prisima aimed to provide people with dignified care with no discrimination or bias and to promote dignity, respect and independence.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. The provider had a business continuity policy in place which provided guidance and support on the measures and requirements in place to ensure continuity of the service in emergency situations or business disruption and how disruption to people using the service would be minimised. A quality assurance process was in place to ensure the provider evidenced continuous improvement. The quality assurance process reflected national and local requirements as well as the priorities of the provider. Audits were carried out with regard to safeguarding, compliments and concerns, IPC, observations and spot checks, feedback from people and staff and accident and incident analysis. Spot checks of staff when they provided care and support were completed to ensure they worked in line with the provider’s principles and values.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. The service promoted partnership working which enabled people to receive support which was individualised and ensured people had access to professionals to achieve the best outcomes for people.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. The provider had systems in place to capture people’s feedback such as surveys and spot checks. When concerns were identified, feedback was shared with staff and discussions were held regarding future practice and ways to continuously improve the service.