UK Prime Care Services

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. The registered manager was dedicated in his role to ensure people received safe and compassionate care. The registered manager told us their culture, values and ethos were discussed with staff from the point of recruitment to highlight the importance of their work. They added, “Our primary function is to help people and customer satisfaction is very important for us. We instil this in staff and tell our clients we are here to help them in their life and ensure their independence."

The service had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. People and their relatives were very positive about the registered manager and told us they would recommend the provider to their family and friends. A person said, “I am very happy with the care I receive. It has made a significant positive impact on my daily life. Their dedication and professionalism continue to impress me.” Staff complimented the registered manager on their compassionate and supportive attitude and told us he was always available to provide advice if needed.

The service fostered a positive culture where people felt they could speak up and their voice would be heard. Staff told us they had full confidence in the registered manager and felt they would always be listened to if they had to raise any issues or concerns. There were positive responses within staff survey records which highlighted the registered manager aimed to foster a culture of openness and that it was safe to challenge decisions if needed. A care worker said, “I certainly have no issues with this and can say that [registered manager] is very easy to talk to."

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them. Staff told us they had regular contact with the registered manager and confirmed the service was free from any discrimination or harassment. A care worker added, “One of the best things about working here is being valued, being listened to and being treated fairly."

The service had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They act on the best information about risk, performance and outcomes, and share this securely with others when appropriate. The provider had made clear improvements since the last inspection. There were improved systems in place to monitor the quality of care people received. This helped to identify what was working well and where improvements could be made. The implementation of a new electronic call monitoring system helped provide real time monitoring. Records showed it was regularly checked and followed up when staff had not logged in or care tasks had not been completed. A care worker said, “I feel they have grown so much in the last 2 years and we have seen the improvements they have made. They can monitor us online, which is good for us and the clients. They also do a lot more checks now."

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people. They shared information and learning with partners and collaborate for improvement. As the service was small, the registered manager told us there had been minimal opportunities for them to work in partnership with other organisations. However, they added they were registered with several organisations within the health and social care sector, including the CQC provider bulletins, to get any relevant advice and guidance.

The service focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contribute to safe, effective practice and research. The registered manager was open to feedback for further learning and improvement. People, their relatives and staff confirmed that regular home spot checks were completed to ensure people’s needs were met and any areas for improvement could be made. Staff confirmed they received feedback about their performance along with the quality of their record keeping. A care worker added, “After a visit, if there is anything that can be improved, we are told immediately. They also make it very clear how we should complete the daily logs and are always reminded about this."