Prime Way Care Ltd

Updated 20 May 2026

Date of Assessment: 26 May 2026 to June 2026.

Prime Way Care Ltd is a home care service providing support to people in their homes. At the time of our assessment there were 186 people using the service.

People's medicines were managed safely and administered in line with prescribed instructions. Appropriate systems were in place to support the safe handling, recording, and monitoring of medicines. The provider also had processes to investigate incidents, accidents, and safeguarding concerns when these occurred. This helped to ensure appropriate action was taken, lessons were identified and improvements were made where necessary to promote people's safety and wellbeing.

Risks to people's health, safety and wellbeing had been assessed, with clear risk assessments to guide staff in delivering care safely and consistently. These assessments were regularly reviewed to ensure they remained relevant and reflected people's current needs and circumstances. A large staff team supported the service. Safe recruitment practices were followed, with appropriate pre-employment checks completed to help ensure staff were suitable to work with people using the service. This supported the delivery of safe, reliable, and person-centred care.

Assessments of people's needs were carried out to identify the care and support required. These assessments helped to ensure care was tailored to people's individual needs, preferences, and desired outcomes. People's healthcare needs were appropriately monitored and managed, and staff sought people's consent before providing any personal care. This demonstrated respect for people's rights, choices, and dignity. People’s care records were detailed, person-centred and provided staff with clear guidance on how to support people effectively. Staff had a good understanding of how people communicated and adapted their approach, accordingly, helping to ensure people could express their views, make choices, and remain actively involved in decisions about their care and support.

The provider had a range of governance and quality assurance systems in place to monitor the safety and effectiveness of the service. Regular audits were completed to review key aspects of care delivery, identify areas for improvement and help drive continuous service development. Staff spoke positively about the support they received from the registered manager and provider and described feeling valued in their roles. They told us the service promoted an inclusive and supportive culture, where open communication was encouraged and staff felt confident raising concerns, sharing ideas and escalating issues when required.

Updated 20 May 2026

As part of this assessment, we spoke with people using the service and their relatives to obtain feedback about the quality of care provided and to understand their experiences of using the service. This helped us assess whether people were receiving safe, effective, and person-centred care. People felt they received a service, which was safe. A relative told us, “Yes, I feel they are given safe care. I can’t speak good enough of them. The carers have been visiting for several years, we feel comfortable with them, they go above and beyond.”

People and relatives were generally happy with the punctuality of staff and the timing of their visits. Some people reported experiencing occasional late or missed visits in the past. We reviewed data from their electronic call monitoring system. This showed visits were being completed within the allocated timeframes and in line with scheduled call times. The provider had made changes to how visits were monitored, which had been effective. People and their relatives were satisfied with the way medicines were administered and felt staff had the skills and knowledge required to do so safely. They told us staff were competent and well trained in supporting people with their medicines.

People described staff as being kind, caring, respectful, and reliable. A relative told us, “Carers are kind and caring and they do their utmost. My relative refuses to have female carers, and they are respectful and male staff are sent. They let me know of any changes and I am there to support.”

Overall, people were pleased with the standard of care and support they received. They spoke positively about staff and the support provided. However, some people felt improvements could be made in certain areas of care delivery to further enhance their experience of the service. For example, a person told us, “I noted sometimes the carers don’t always do things asked, like to clear up sugar on the floor.” Another person told us, “We noticed some cultural differences, for example only some carers addressed them by their name, and also in relation to differences preparing some foods.”