Prime Way Care Ltd London

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.

People were usually visited by the same members of staff, and they were able to develop a relationship with these staff members. People commented the staff that visited them to provide support were respectful and kind. They said, “They are respectful. [Staff member] is very, very caring person” and “[Staff member] has a lovely attitude. [Staff member] doesn't raise their voice or anything. They calm me down. They respect my dignity. They are very good.” Relatives told us staff were kind and caring when providing support for their family member. Their comments included, “The carer is exceptionally patient and kind”, and “They are very respectful, caring and patient. They have been lovely with [family member].”

Staff completed training on dignity and respect. Staff explained how they would provide care whilst maintaining the person’s privacy and dignity. A staff member said, “I always respect people’s choices, knock before entering rooms, maintain confidentiality, and provide personal care discreetly and respectfully.”

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 told us staff understood their background, experiences and preferences. A person said, “[Staff member] is aware of my background, all my needs, etc. I think [staff member] got to know me well and the office staff know about my background as well.”

Staff told us they supported people to make choices about their care with a staff member commenting, “I treat them with respect all the times, encouraging them to make their own choices.”

People’s care plans identified their personal preferences and wishes in relation to how their care should be provided. Risk assessment and information provided for staff identified the specific impact on the person’s health and wellbeing of their medical conditions.

People and relatives were involved in the development and review of care plans to ensure they reflected the person’s wishes about their care.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People commented that staff supported them to be as independent as possible Their comments included, “I organise my own meals and they put them in the microwave for me and bring them on a tray”, “I'm pushing myself to be more independent and carer supports me with this” and “[Staff member] encourages me to do things, for example walking out. That's really good. They will say be careful, to make sure I'm OK.” A relative told us, “[Family member] has got more independent, we only have one carer now.”

People’s care plans provided staff with guidance on which activities of daily life the person could complete themselves and which they needed support with. Staff confirmed they supported people to make choices about the care and support they wanted with a staff member telling us, “I always respect privacy, involve people in decisions, and maintain confidentiality.”

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 felt supported if they felt unwell. A person told us, “I once wasn't well and the carer advised I contact the GP which was helpful.” Relatives told us staff contacted them if they had any concerns about their family member. Their comments included, “Sometimes if the carer noticed things, they let me know they are good with health care” and “They are very good at monitoring his care needs and keeping a check on his well-being.”

Staff explained what they would do if they identified any concerns about the person they visited or if they had seen there was a change in the person’s support needs. A staff member said, “I report any changes immediately to the office or senior staff and document my observations.”

The registered manager told us if a staff member had identified a change in a person’s health or care needs, they would contact the office and they needs would be reviewed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt supported by the registered manager and senior staff. There were regular supervision and team meetings as well as annual appraisals to discuss they development. A staff member commented, “We have good team around us and our field supervisor are very supportive.”

The registered manager explained staff could access a counselling service, there was an employee of the month and year award, parties and activities. The registered manager said there was an open-door policy where staff could contact them directly to discuss any issues.

Staff completed a range of training and were supported to become champions for specific aspects of the service and the provision of care.