Prime 4 Care Ltd

People were safe. Records of people’s referrals and healthcare appointments were made at times people needed. Rotas demonstrated staff supported the same people and people told us, staff stayed for the required times. Staff had the necessary skills to support people, and new staff were introduced to people to build up trust and knowledge. People felt safe supported by staff in their own homes and staff respected people’s homes. Processes to manage risks were assessed but some risk management information and care records required more personalised information to ensure staff provided the care people needed. Managers supported families to ensure continuity of care if people needed support from other health service.

People and relatives told us they were involved in the assessing, planning and reviewing of their care and support plans. Staff knew people well and felt trained and skilled to meet their needs. Staff felt they had enough time to support people to meet their health and emotional needs. Staff felt supported by office staff to seek health professionals’ involvement when required. People and relatives were satisfied staff knew what to do to provide effective care and always sought consent before any care tasks were undertaken. People had a care plan, but these needed more information to make the care plans person centred.

The provider did not have effective systems and processes to manage and oversee the quality of service. Last time we found a breach of regulation. At this assessment, that breach remained. The provider had no systems in place to record any completed quality checks so we were unable to review what they had checked. Since the last inspection, the provider introduced a new electronic call system to manage care calls. Staff felt supported by the provider and were able to raise any questions or concerns.