Your Priority Healthcare 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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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; people told us this. One person who used the service said, “Staff treat me with respect in the way I was brought up, the same standards. They chat to me, take an interest in my day… I am happy with the care; staff are always pleasant to me.” Staff demonstrated respect in how they described the care they provided people and in how they engaged with CQC as part of this inspection.

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 told us, and records confirmed, this. For example, one person who used the service said, “I am not treated as a body but as a person.” A relative agreed and told us, “Staff are always on time, they are a safe team. They understand [family member’s] dementia, their needs and behaviour.” Records confirmed people’s needs had been holistically assessed taking into account people’s strengths and wishes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff were good at supporting and encouraging their independence and the records we viewed considered this. One person who used the service said, “Staff have given me back my independence and I can now do things in the kitchen.” A relative explained how staff treated their family member. They said, “Staff give [family member] choices. They are respectful and don’t talk down to [family member].” Records confirmed people’s choices and independence were considered and documented.

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. People told us staff had the skills and abilities to care for, and support, them in the way they chose. One relative said, “Staff are definitely reliable, they do exactly what we ask. [Family member] really likes them, it’s the same team of staff. They leave the house tidy, and [family member] looks well. I can see by the notes staff write that [family member] is well looked after.” Another relative told us about an emergency with their family member outside of office hours. They told us senior management did not hesitate in attending to their family member promptly and with care and consideration. They said, “I can only be grateful for the care they give.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care; staff told us this. For example, one staff member said, “When I had a problem, I was contacted straightaway by the managers to make sure I was okay and then I was able to go into the office to speak about it.” Another staff member told us about the improvements they had witnessed over the past 12 months and the impact this had had on staff. They said, “The change of culture has been massive. With hard work and constant support from [the senior management team] I have seen the company grow in a positive direction. I have a strong sense of pride seeing staff with a smile on their faces, enjoying the job and I feel that comes across to [people who use the service].”