Solace Prime Care Ltd

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 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’s care was person centred. One person told us, "[Care is] very personal. It’s not a big company. We get the same people. They’re always available when I need them." The provider developed personalised and specific care plans for all aspects of people’s care and support and worked with people to co-produce them. This helped to reduce people’s anxiety. A member of staff told us, “[Person-centred care] means it is built around the person. I like to get to know the person properly and what matters to them and their routine. I always read the care plans which helps me realise what matters to each person.”

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. People’s care plans showed how support was planned with people, family and professionals. We saw evidence of good links with community and primary care services which ensured people were safe, settled and in control of their own lives.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People were provided with a comprehensive guide to the service which explained what they should expect and how to talk to the registered manager if there were any questions about the service. The provider was committed to meeting the Accessible Information Standard (AIS), so people’s disabilities, impairments, sensory loss or language needs were never in the way of understanding their care, being involved in decisions, or being heard. Information leaflets were available in plain text, easy to read formats and different languages.

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. People were encouraged and supported to give regular feedback about their care and support. This information was used to support continuous improvement and development of the service.

The provider made sure people could access the care, support and treatment they needed when they needed it. The provider considered equitable access to care and people had access to external healthcare professionals to support their wellbeing. Policies on equality, diversity and inclusion were in place, and members of staff received relevant training to support fair and inclusive care.

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. Equality, diversity and inclusion were promoted by the provider. This ensured people received fair and personalised care which respected their individual needs, beliefs, and identity. Staff were guided by clear policies and training. The provider worked with people to ensure support teams met people’s cultural and religious needs.

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. People’s wishes about care at the end of their life were fulfilled. The provider worked closely with people, their families and community professionals to support good outcomes in line with their end-of-life care plan.