Your Priority Healthcare Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Everyone who provided us with feedback told us the service had assessed their needs when they first started receiving support, and regularly thereafter; the records we viewed confirmed that. They told us they felt involved and engaged with these reviews. One relative told us, “This has been a very good experience, the office staff honour what they say, and acknowledge my need to be involved in [family member’s] care. They contact me if necessary and I feel able to say what I want.” Records confirmed people’s needs had been assessed holistically.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

People’s care plans included information on what they wished to gain from receiving the service, such as, for example, wanting to remain as independent as possible for as long as possible whilst living in their own home. We saw that care plans considered people’s wishes and preferences and people confirmed these were respected. One relative said, “[Family member] likes to have a routine and the staff respect that, they know not to try and change it.” The positive outcomes people told us about evidenced the service worked to good practice guidance and our findings confirmed that.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

People told us they received care and support from the same group of staff, who knew their needs well, meaning they received continuity of care. One relative said, “I am exceptionally pleased with the service. We have the same carers and have forged good relationships with them… they are worth their weight in gold.” Records confirmed the service worked with other professionals as required and ‘transfer of care’ booklets were in place in the event a person had to transfer into another service. This helped to ensure people received the care they needed.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People told us their health and wellbeing were supported by the staff that cared for them. This included physically and emotionally. We heard examples of where staff observed changes in people that they reported to their relatives for action. One relative told us how staff knew their family member so well that it was often subtle, but significant, changes they observed and reported. They said, “[Staff] were my eyes, they were brilliant, always kept me informed and they were very good at picking things up.” Equally, people told us how staff supported their emotional wellbeing by taking the time to chat and laugh with them. A relative told us, “It’s their [staff’s] general attitude, they are friendly, polite, and they laugh with [family member]. We are very happy with the care.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

The service had both formal and informal systems in place to monitor people’s outcomes and experiences of the service. For example, regular reviews of people’s care took place where the service explored people’s view of the care they received and assessed whether any changes were needed. People also told us they had built positive relationships with all staff meaning they felt comfortable and able to request any changes to the care they received, to ensure it continued to meet their needs. One relative said, “The service always responds to any requests I have.” Another relative told us, “If we want to change the visit time, we ring the office, there is never a problem.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

We saw evidence that the service explained how the service worked to people who used it including in relation to consent and the sharing of information. We saw records that demonstrated legal consent was in place in line with the Mental Capacity Act 2005. Furthermore, people told us staff sought their consent at the point of care delivery.