Priority Choice Health Care Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People received support based on their individual needs, wishes and preference. Staff understood what was important to people and supported them to make decisions about their care.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked closely with other health professionals to ensure people received the right support when their needs changed. Care plans were detailed and updated following changes in people’s health, including after hospital stays.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans included information about their communication needs and preferences. This supported staff to provide information in ways people could understand, in line with the accessible information standard. Staff understood the importance of adapting how they communicated to meet people’s individual needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The service encouraged people to share their views and experiences of the care they received. Surveys were used to gather feedback and identify areas for improvement. The service had systems in place to manage and respond to complaints, helping ensure people’s concerns were listened to and addressed.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care plans included information about people’s health, communication needs and any support needed to access services. A staff member told us, “People have different needs, backgrounds, communication methods, beliefs and preferences. Good care should recognise those differences while still making sure that everybody is treated fairly and safely.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff understood the importance of treating people fairly and respecting their differences. Regular care reviews helped staff identify changes in people’s needs and make improvements to their support. This helped people receive care suited to their needs and achieve outcomes important to them.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. End of life care plans were person-centred and included clear information about people’s choices and what was important to them. Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) forms and Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms were clearly recorded in care plans where appropriate. A relative told us, “They (staff) mean a lot to my family, they provided the best care to [person] at the end of their life.”