Solace Prime Care Ltd

The provider had a proactive and positive culture of safety, based on openness and honesty. The provider shared concerns about safety quickly and appropriately. There were clear systems and processes in place to keep people safe and report concerns about safety. Staff provided care to meet people’s needs which was safe, supportive and enabled people to do the things which mattered to them. There were enough qualified, skilled and experienced staff, who received effective support, supervision and development. The provider made sure medicines and treatments were safe and met people’s needs, capacities and preferences.

People’s care needs and person-centred care plans were reviewed with them regularly. The provider worked well across teams and services to support people. Systems and processes were in place, so members of staff were able to support people to live healthier lives. Systems were in place to monitor and review people's outcomes and where they changed, these were recorded, appropriate action taken and information shared with community clinicians. People’s capacity to consent to care was assessed and recorded in their care plans. Assessments were decision-specific in line with the Mental Capacity Act 2005 Code of Practice (MCA).

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

People’s care was person centred. The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The provider made sure people could access the care, support and treatment they needed when they needed it. People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider’s values and culture helped shape every decision and every visit to people to deliver care and support. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The provider had comprehensive systems of governance in place, supported by regular audits and reviews carried out by the registered manager. The service focused on continuous learning, innovation and improvement across the organisation and local system.