Primary Care Recruitment 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 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 70 (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.

Feedback from relatives about the service was positive. One relative told us, "[Person] has the same staff team on the rota. They treat them very well and always with kindness, dignity and respect."

Staff also spoke positively about the importance of treating people with kindness and compassion. They understood the need to listen to people, respect their wishes, and promote their privacy and dignity when providing support.

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.

People benefited from support from a consistent staff team who knew them well. This helped staff build positive relationships and develop a good understanding of people's individual needs, preferences and daily routines. Having regular staff promoted continuity of care and helped people feel comfortable, reassured and well supported. However, care records were not always personalised and would benefit from containing more detailed information about people's individual support needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service supported people to maintain their independence and have choice and control over their daily lives. Care records showed that people were encouraged to make their own decisions and be actively involved in planning their support. Staff understood the importance of respecting people's preferences and supporting them to make choices about how they lived their lives. People were offered choices in their day-to-day routines, including activities they wanted to take part in. Staff responded flexibly when people changed their minds or wanted to do something different, adapting support to reflect their wishes and preferences.

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 showed that staff considered people's emotional wellbeing as well as their physical needs and included guidance on how to provide appropriate support during difficult times.

Documentation showed staff recognised when people were becoming anxious or distressed through changes in their behaviour and responded in a supportive way. Staff understood how people communicated their needs, including through non-verbal signs.

The provider did not always promote the wellbeing of their staff. They did not always provide staff with clear guidance to deliver person-centred care.

Care records contained missing and outdated information, which meant staff did not always have access to accurate and up-to-date information about people's care and support needs.

However, staff did described managers as approachable and supportive. One member of staff told us, "Management is friendly, easy to talk to, listens without judgement, gives encouragement, and offers practical help. They are available when needed and treat staff fairly."