Solace Prime Care Ltd

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 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. Members of staff were kind and caring. People told us they were happy with the care they received. One person said, “Staff are well trained and know me and my needs well. They know how to support me." A relative told us, “[Staff] are absolutely amazing in every way. Very helpful."

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. One person said, "I feel like I’m valued. Everybody is understanding and well trained." People requested gender-specific care teams which were fully supported by the provider. Individual cultural and language needs were met by the provider.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain their independence. A relative told us, "[Family member] is bed bound but staff will always let them try to do things themself if they can, then if [family member] can’t manage, [staff] will help. For example, [staff] will give [family member] a drink in their beaker and let him try but if they can’t manage, [staff] will help them." A person told us, “Staff will try to let me do things for myself where I can, such as applying cream to areas which I can reach 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. The provider was flexible and responsive to the people’s changing needs. A relative told us, "[Members of staff] are very involved in everything we want them to be involved in. They are very nicely spoken. They are like friends.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. An employee handbook was available for all members of staff. It contained all the provider’s policies and procedures including support for members of staff. The provider’s policy stated, “A carer who feels valued, safe and supported gives better care than one who does not. We treat the wellbeing of our team as part of the safety and quality of our service, not separate from it.” Members of staff told us they felt supported by the management team. Comments included, “I feel comfortable discussing any concerns or asking for guidance when needed.” and, “The registered manager is easy to get hold of and responds when you need something.”