Primary Care Recruitment 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 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 71 (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 did not always ensure care plans were personalised and relevant to the individual.

Some care records contained generic or outdated information, which meant care plans did not always clearly reflect people's current needs and preferences or how these should be met. However, daily records showed that staff knew people well and continued to provide care that met their needs, helping to ensure people received good support despite the gaps identified in care planning records.

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.

The service worked well with healthcare professionals to help ensure people received consistent and appropriate support. Care records showed that staff recognised when people's needs changed and took action to seek additional support when required. Staff shared information with relevant professionals and followed advice and recommendations to help meet people's needs and promote their wellbeing.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were provided with information about the service through a variety of resources. This included audio introductions, a welcome guide designed for younger people, easy-read safeguarding information, and guidance about medicines. These resources helped people understand what support was available, how to raise concerns and what to expect from the service.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

Relatives and staff knew how to raise concerns or make a complaint and told us they felt comfortable doing so.

The provider actively sought feedback through surveys and other opportunities for people, relatives and staff to share their experiences.

Records showed that feedback was reviewed and responded to appropriately. Where people raised concerns or made suggestions, the provider took action to address them. The provider was also working through an action plan developed in response to feedback from staff to help drive improvements.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider had arrangements in place to ensure support and advice were available to staff at all times. An on-call system was in place, allowing staff to contact senior managers outside normal working hours, at weekends and in the event of an emergency.

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 encouraged people to take part in activities, routines and opportunities that were important to them, helping to promote their wellbeing, and quality of life.

There was evidence that people were supported to make choices about how they spent their time and were encouraged to remain involved in activities that promoted their confidence.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

When people's health needs or personal circumstances changed, staff recognised the need for additional advice and support. Records showed that staff contacted relevant healthcare professionals to seek guidance and ensure people's care continued to meet their needs.

There was evidence that staff took a proactive approach to planning ahead and responding to changes by working with other professionals and keeping support under review.