Premier Care - Halton Branch

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

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 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 people and relatives was overwhelmingly positive. They described a caring service where staff built trusting relationships, provided emotional as well as practical support and protected people’s dignity and privacy. Relatives described staff taking time to understand complex needs and said staff supported the whole family. One relative told us, “We are struck by the care, attention and support from the carers to [relative], and from the service to us.”
 

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 and relatives described staff adapting their approach and providing personalised emotional and practical support. One person told us, “In every way they 100% respect my wishes.” A relative described how staff engaged their family member through singing during visits, which they enjoyed and which helped them become more engaged. However, 1 person said their preference for female care workers had not always been respected and that they sometimes received support from unfamiliar staff. This was an area the provider needed to address to ensure people’s individual preferences were consistently followed.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Feedback included improvements in confidence, wellbeing and people’s involvement in conversations and activities. A relative said their family member was “back to her old self” and involved in conversations and activities following their return from hospital. Another person said staff respected their wishes in every way.
 

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.
People and relatives described the care as responsive and said managers acted promptly when concerns were raised, including changing care arrangements following complaints or issues.
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
Most staff said they felt comfortable raising concerns and described managers as open, approachable and responsive. However, there were some mixed views raised around support by management, which we fed back to the provider.