UK Prime Care Services

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 the same. 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 service 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 and their relatives were very positive about the kind and compassionate nature of the whole staff team. People and their relatives confirmed staff treated them with respect, including respecting their home environment. A person said, “The staff are always kind, respectful, and compassionate. They maintain my dignity in every interaction, which makes me feel valued and cared for.” There was clear guidance in people’s care records which reminded staff about how to treat people, and regular spot checks observed how staff engaged and interacted with people.

The service 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’s records had clear information about their life histories and what was important to them, which staff confirmed they read before working with them. Where possible, the provider matched staff with people where they understood each other’s language, religion and cultural needs. People and their relatives confirmed this was a key factor in choosing the care and why they felt it worked so well.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives told us about their positive experiences in how staff ensured they were fully involved in important decisions related to their care and maintained their independence. Comments included, “The care staff are great at supporting my wellbeing and encouraging my independence. For example, they’ve been instrumental in helping me feel more confident and involving me in decision-making about my daily routine” and “The carers encourage my [family member] to do things they can independently. They communicate with them in compassionate way."

The service 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. Staff had a good understanding of people’s needs and knew how to respond to situations to help reduce their distress or anxiety. A person praised the staff team for their patience and how well they adapted to their needs depending on how they were feeling. They added, “They adjust their approach based on how I’m feeling each day and accommodate any specific requests."

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. People were supported by a staff team who felt appreciated and valued, with staff confirming the registered manager had a strong focus on their wellbeing. Comments from staff included, “I will give them 10 out of 10 for caring about our mental and physical wellbeing. We are never pressured into anything or doing extra work. They understand my personal circumstances and I am very grateful for this” and “The manager is very understanding of my family commitments. He listens and understands about this, he always calls to check and that I am OK and understands if I need time off.” The registered manager told us he always reiterated this to his staff during supervision and wanted to make sure they felt comfortable approaching him if they needed support.