Premier Care - Halton Branch

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 mostly 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 and relatives were generally positive about the care they received. They said staff knew them well, respected their wishes and adapted their support.

Care plans contained information about people’s likes, dislikes and routines. There was information recorded around people’s choices, and their backgrounds.
 

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.
People and relatives described good continuity of care and valued having regular care workers who understood their needs. Families said new staff were introduced alongside experienced workers. Staff worked with district nurses and other health and social care professionals, including when people needed support with skin integrity and following discharge from hospital. However, some people reported changes to regular care workers and visit times, and one relative found it difficult to access local office support at weekends. We raised this with the provider during feedback.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
The provider’s procedures stated information could be supplied in accessible formats, and care plans included information about people’s support and communication needs. People and relatives generally described good communication with staff and managers.
 

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.
Complaints about individual staff had resulted in action, including changes to care arrangements, additional supervision, training or removal of staff from care packages. The provider had a complaints procedure that covered acknowledgement, investigation, written outcomes, escalation and learning.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Staff worked with relatives, district nurses, social workers and other professionals to support people’s health and care needs.
 

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.
Relatives described positive outcomes, including improved skin integrity, recovery following hospital discharge, increased confidence and support to remain at home. The provider’s policies stated people could complain without fear of discrimination or unfair treatment.
 

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 and relatives described support that helped people recover following hospital discharge, maintain their independence and remain living at home. Staff worked with relatives and health professionals when people’s needs changed.