Prime Way 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 that the provider met people’s needs.At our last assessment we rated this key question good. At this assessment, the rating has remained 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 plans were developed using a meaningful, person-centred approach. They contained detailed information about individuals' life histories, daily care, and support needs, as well as their cultural and religious preferences.

Staff demonstrated a good understanding of person-centred care and were able to describe how they supported people in a way that respected their individual choices, preferences, and needs, ensuring care was tailored to each person. A staff member told us, “We deliver kind, person‑centred care tailored exactly to each person’s preferences and routine. Communication between staff, families and the office is clear, and handovers was thorough. We always prioritise building trusting, respectful relationships with everyone we support.” Another staff member told us, “I provide person centred care by listening and respecting people I support and by promoting choice and independence.” 

People and relatives were happy with the care provided to people and felt care was tailored to their needs. A person told us, “They are really good and I am really thankful. They go the extra mile for me especially for the dressing. So far so good.” A relative told us, “The main carer has a very warm personality. She is very helpful and supportive. If mum needs any help, she would be there for me.”

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 provider gave an example of how they delivered flexible, person-centred care that respected and supported a person's wishes. Staff had supported a person who wanted to remain living at home rather than moving into a care home. To promote continuity of care and build trusting relationships, the person was supported by a regular team of staff who understood their needs, preferences, and routines. The service demonstrated flexibility in responding to both the person's and family's changing circumstances. For example, staff were able to arrange additional support at short notice during an emergency when the person became unwell and was admitted to hospital. This responsive and adaptable approach helped ensure the person's wishes were respected, while providing reassurance and practical support to their family during a difficult period.

Each person using the service had a named key staff member who played a central role in coordinating and providing their care and support. The provider told us they aimed to promote continuity of care by allocating regular staff to people wherever possible. This approach helped to ensure that staff were familiar with people’s individual needs, preferences, routines, and communication styles. People benefited from receiving support from staff who knew them well, which helped to build positive relationships, promote consistency in care delivery, and enhance people's comfort and wellbeing.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives were actively encouraged to share their views on the care and support provided. Regular spot checks were undertaken to gather feedback on people's experiences, including the quality of care they received, checking staff competencies and discussing any concerns they wished to raise. In addition, satisfaction surveys were carried out to provide an opportunity to provide feedback and contribute to the continuous improvement of the service.

Information about how to raise a complaint was readily available to people using the service. The service user guide and complaints policy were provided in a range of languages to reflect people's preferred spoken language and communication needs. This helped to ensure that everyone could access and understand information about the complaints process in a format that was appropriate and accessible to them. Other information was also made available in accessible formats, including people's care plans, which were translated into their preferred language. This helped to ensure people could fully understand and engage with the care and support they received, while promoting choice, involvement, and effective communication.

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 given opportunities to provide feedback about their care and the service they received. Each person was provided with a service user guide when they started using the service. This included information for people and their relatives about how to provide feedback, contact the office, or raise a concern or complaint. The guide clearly explained the complaints process, including what people should do if they wished to make a complaint and how concerns would be managed. It contained relevant contact details and information about who complaints should be addressed to. We reviewed the systems in place for managing complaints. Records demonstrated that the provider responded appropriately to complaints, documenting each stage from acknowledgement through to investigation and outcome. The provider told us all complaints were thoroughly investigated and complainants received a written response outlining the findings and any actions taken. Where learning or improvements were identified, these were added to an action plan and monitored to completion. The provider also shared learning with staff to promote continuous improvement and reduce the likelihood of similar issues occurring in the future.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. People’s care plans contained detailed information about people's diverse backgrounds, communication needs, preferences, and individual circumstances. This helped to ensure staff understood people's needs and provided care and support in a manner that respected their identity, choices, and values. Records demonstrated people were supported to access other healthcare and support services when required. Information about the professionals and services involved in people's care was clearly documented within their care plans. This included details of their GP surgery and contact information for family members, representatives, and other significant people involved in their care and support.

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. People received care which was equitable and reflected their needs, culture, likes, and dislikes. When developing care and support arrangements, the provider considered people's communication needs, cultural needs, and protected characteristics to help ensure they had access to the support required to achieve their desired outcomes. Staff adapted their approach to meet people's needs, promote inclusion, and respect personal choice. Care was delivered in a way that recognised what was important to each person, helping to ensure people felt valued, respected and actively involved in decisions about their care.

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 choices and decisions about their future care were respected by staff. Where appropriate, people were given the opportunity to discuss and record their end-of-life wishes and preferences, helping to ensure any future care reflected their values, beliefs, and choices. Staff understood the importance of having these sensitive conversations and supporting people to make informed decisions about their care. Where people chose not to discuss their wishes, the provider told us this decision was recorded within their care plan to ensure their preferences were respected. Staff had received training in end-of-life care.