Priority Choice Health Care 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. People received care from staff who were kind and respectful. People and their relatives spoke positively about the care provided and the compassionate approach of staff. Staff took, time to talk with people and offer companionship, helping them feel valued and listened to. One person told us, “They (staff) are absolutely excellent.” A relative commented, “They sit and chat with [person], they are very caring.”

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. Care plans included information about people’s daily routines, communication needs and personal care choices. This helped staff understand what was important to each person and provide care in a way suited to them.

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 skills and take part in daily tasks where possible. This helped people remain in control of their lives. A person told us, “They (staff) know I want to remain in my own home as long as possible, they encourage me to do as much as I can for myself.”

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. Care plans provided clear guidance to help staff recognise when people needed extra support. We saw evidence of care reviews taking place, which led to increased levels of care to ensure correct support was in place. Staff raised concerns with health professionals in a timely way and followed advice to meet people’s needs.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The service ethos described a commitment to staff well-being through “Structured support, safe working practices, open communication and recognition of staff contributions.” Staff felt valued and supported by the management team and were encouraged to raise concerns and share their views. A staff member told us, “My manager is approachable, responsive to concerns and provides guidance, which ensures I feel confident and supported in my role.”