Apex Prime Care Poole

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 service 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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service treated people with kindness, empathy and compassion, and respected their privacy and dignity.

People told us they were treated with compassion and dignity in their day-to-day care and support. One relative said, “[The person] likes the staff who come, they are very kind.” Another relative told us, “Generally speaking staff do show kindness and compassion. They recognise [person’s] condition.”

A staff member said, “I always offered choices such as meal options, clothing, and activity schedules ensuring the client’s preferences guided our daily routines. I encouraged discussions, listened actively, and only stepped in when a decision put their safety at risk.”

People’s care plans contained information on people’s routines and preferences. This meant staff were given information about how to provide care in a person-centered way.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People told us staff knew them as individuals and treated them with respect. A person said, “Nothing is too much (for staff).” A relative told us, “Privacy and dignity is respected.”

One staff told us they understood people’s needs and treated them as individuals. A staff member said, “I tailored care to the client’s routines and personality. I learned about their past routines, hobbies, and values, and integrated those into our care plan, like maintaining their preference for afternoon walks and quiet reading time.”

Another staff member said, “I respect people’s dietary restrictions and religious practices and engage them in culturally familiar music and TV shows. I also support attendance at local community events to help them feel a sense of belonging.”

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

A staff member said, “I encouraged the client to do what they could for themselves, like preparing simple meals, choosing clothing, and managing their medication with reminders. I celebrated small wins to build their confidence and reduce dependency.”

People’s care plans contained information on people’s abilities and how to support them in their day-to-day life.

The provider listened to people’s needs, views and wishes. People’s care plans were reviewed on regular basis.

The provider had a system in place to record all communication with health and social care professionals. This meant all information was kept centrally and was accessible to staff.

The registered manager told us the service organised regular catch ups with people until the annual review was due.

The service did not always promote the wellbeing of their staff.

Some staff raised concerns about travel times between calls and lack of breaks during working hours.Comments included, “In my experience we don't have enough time to take breaks when working the whole day”, and “Breaks during shifts are regular.” However, some staff confirmed their shift patterns had been changed upon request.

The provider offered an employee assistance programme with access to a range of welfare services. The provider sent regular surveys to staff members. However, we received mixed comments from staff including, “There is hardly any wellbeing support. I don't particularly feel valued”, and “I get all the support I need when I do need one in a very compassionate way.”