Prospect Health Living Care Services Limited

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. Staff demonstrated a caring, compassionate attitude towards the people they supported and the care they provided them. One staff member commented, “I always address service users by their preferred names, knock on doors before entering and ensure privacy during personal care such as showering.” People and families were positive about staff. One relative told us, “They are so kind, and compassionate, they really are.”

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 were up to date, personalised and contained detailed information about their likes and dislikes, and how they preferred staff to meet their support needs and wishes. A relative commented, “They [staff] seem to understand my [Name of relative] and what they need.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff encouraged people to maintain their independence and make choices about their daily care and support. One staff member told us, “I encourage service users to do as much for themselves as possible, such as holding their own toothbrush or choosing their own clothes, rather than just doing it for them.” People and families also told us that staff encouraged independence. One relative told us, [Name of relative] can’t do much for themselves but they are always encouraged to do what they can for themselves.”

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 were knowledgeable about how to support people and how to identify changes in needs. Staff monitored changes and communicated with professionals and families when needed. One relative told us, “They have a pack about [Name of relative], saying what they like, changes in behaviour. For example, [person] will get a rash, and they let us know straight away. They’re so on the ball, they really are.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager was aware of workforce diversity and was able to give examples of adjustments they had made to support staff with individual circumstances. Staff wellbeing was supported through staff meetings and supervisions. Staff spoke positively about the support they received and told us they felt valued and supported in their role. One staff member told us, “I find the company to be a professional and caring employer that genuinely values the wellbeing of both the staff and the service users.”