Primary Homecare Limited

There were several special examples of where staff had gone the extra mile to ensure people received a tailor-made service. People's life choices were respected including staff protecting people from being discriminated against, appreciating and championing diversity and ensuring people's privacy and dignity are central to their care. People told us their care workers were exceptionally caring and respectful. People were enabled to lead their best lives, as independently as possible on their terms.

The management team and staff worked in partnership with people, relatives and other professionals to achieve person-centred care and excellent outcomes for people. One professional said, "I have several customers that are supported by primary home care who are flexible and responsive to the customers' needs and expectations". People said that they had a small group of staff that knew them, their situation and their support networks well. People received their care visits at the times they expected and for the length of time agreed.

People felt safe and trusted the staff that supported them, because staff were well trained and respectful. One person said, "They speak to me so nicely and listen to everything."

Risks to people had been assessed and were managed safely. People's care records were re-assessed regularly and guided staff on how to assist people safely and encourage their independence.

Staff felt supported and valued in their role by the management team and there were enough staff appropriately recruited and employed to meet people's needs.

People received their medication as prescribed and staff adhered to infection prevention and control procedures in line with legislative requirements and recognised best practice guidelines.

People's communication needs were detailed in their care plans. Care plans also detailed people's preferences of support, for example, gender of staff or preference of language if not English. Staff understood equality and diversity and ensured people's privacy and dignity was respected.

Staff understood the importance of gaining consent from people. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and relatives felt able to raise any issues with the staff and management team and were confident these would be addressed.

Systems to monitor the quality and safety of the service were in place. Care records were on an electronic system that had many functions and led to better management oversight and monitoring of service delivery. The provider was committed to providing high quality care and the service worked well in partnership with others to ensure the best outcomes for people.