Great Prospects Care Ltd

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 told us the staff were very kind and caring. One person said, “The staff are really caring, and they talk to me nicely.” Another person said, “All the staff have been wonderful. They make me smile and laugh and have a joke with me.” A relative told us, “The staff are very kind and caring. When we lost a family member, the staff looked after us all. Nothing ever is a problem.” Another relative told us, “The staff want to do the best they can and everyone looks after [person’s name], including the managers.”

Staff showed an attentive, patient, and compassionate approach to people, and it was clear from observing staff engagement with people that they knew them well and were focussed on people’s happiness and well-being. One staff member told us, “Being able to show compassion and empathy is why I come to work and seeing the progress people make. For example, when [person’s name] has become so much calmer, chattier and looks happier and healthier than when he first arrived with 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 told us the staff were attentive and took time to listen and be with them. One person told us, “The carers know which tea I like in the morning and which I have in the evening, which is an altogether different type of tea.” Another person told us, “The carers know I like a milky coffee with oat milk.” One relative told us, “The carers know which drinks they like to have on the trolly, where to place their phone and remote control, and how they want their curtains to hang. The staff are diligent and very thoughtful.”

People were supported to participate in activities of their choice. One person told us, “I can go swimming when I want and I can go dancing at night, whatever I want.” One relative told us, “They keep [person] active and healthy and smiling, and plan everything with them and me.”

Care plans recorded people’s backgrounds, preferences, and their social, cultural, sexual and religious needs, and staff supported people in a way that met those needs. For example, one person told us, “Staff support me to go to the Pride events which I love.”

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

People told us they made choices about aspects of their daily lives. One person told us, “I choose what I want to eat, what I want to wear and what I want to do. Nothing is too much trouble.” Another person showed us his iPad, laptop, and their Alexa system and told us how much they enjoyed making playlists of his favourite artists to listen to.

One relative told us, “They cook [person’s] favourite meal when they ask for it.” Another relative told us, “The staff are absolutely brilliant. [Person’s name] is living their best life because the staff always go above and beyond.”

A staff member told us, “I know [person] can do their own teeth but has poor sight, so I ask their permission to put the toothpaste on their brush, and they do the rest. Ultimately, we listen to people and make their ideas come to life.”

People and relatives told us they could see each other whenever they wanted and were made to feel welcome by Great Prospects Care. A staff member told us, “Families are always contacted, and we support people to visit their families whenever they like. Families are most welcome and can be as involved as they want to be.”

People lived in homes that had been adapted for their needs. This included ceiling track hoists, shower, toilet and bathing equipment.

We observed kind and meaningful interactions between staff and people, which showed that staff respected and valued people using the service. Staff knew how to communicate well with people, using their preferred names and their communication method of choice. Staff were deeply respectful with people and when talking about the people they supported.

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 told us their needs were met. One person commented, “They know how to hoist me without causing me any discomfort.”

One relative told us, “The company fight really hard for what people need like the right wheelchair or different medication. They don’t give up until they get what they believe is right for them.”

We observed staff responding to people quickly and provide them with discreet support when required. The service ran a back-up carer system so there was a carer aligned with everyperson who could step in immediately with the right skills and knowledge to support them if needed.

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

There were systems and processes in place to support staff well-being. Surveys had taken place to gain staff views about how the service could improve, and there was training available to help staff develop in their role. The following quote from a staff member was echoed by all the staff we spoke with. “Supervisions, spot checks, and guidance from the practice support worker is always there, and there is on-call support out of office hours. I feel very happy and supported to work here, I think everyone does.”

Great Prospects Care recognised the hard work of its staff team through various award programmes such as employee star of the month, and quarterly certificates of appreciation. The registered manager cared about and promoted the wellbeing of the staff, to enable them to stay well while also delivering deliver person-centred care to people. They told us about the reasonable adjustments in place for staff who required them, for example, supporting a staff member who had had surgery, to return slowly and, for an agreed period, to undertake light duties that did not involve lifting or driving.