Primary Access Limited is regulated by the Care Quality Commission.

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Overall Service Standard is Good

Type of service

Supported living


Learning disabilities, Personal care, Physical disabilities, Caring for adults under 65 yrs.

Report published: 8th May 2019

Care Quality Commission Inspection Report Summary April 2019

Is the Service Safe?

People receiving support were all safe and were being protected from abuse and harm.

Relatives questioned all said their loved ones were being cared for safely.

One relative said, “I have no concerns at all that (Name of Service User) is safe. They are in a safe environment I have never felt that their safety was an issue”.

Is the Service effective?

People receiving support and their relatives felt they were all involved in the process of ensuring the service was suitable prior to their placement.

Relatives questioned all said that the care staff appeared to be well trained and had a good understanding of the people they cared for. With one relative saying, “I think the staff are well trained and know how to care for (Name of Service User) I have no worries at all”.

Detailed support plans were written for each new service user to guide staff in how to support their transition.

One relative said, “(Name of Service User) has made great progress since Primary Access became involved. They are now enjoying life and are much more relaxed”.

Service Users were being supported to access health care professionals when necessary. Care plans are updated according to the advice given by healthcare professionals and this information was being followed by all staff.

Healthcare professional feedback was that staff contacted them if they had concerns or needed to clarify any advice. One health and social care professional said, “The staff have had to manage some difficult situations regarding peoples mental health. Where needed they have sought relevant support”.

One relative said, “The manager supported (Name of Service User) and me to attend hospital for dental treatment. They were with us all through the day. It really helped reduce the anxieties of (Name of Service User) and I had on the day”.

Care staff sought consent each time they carried out personal care with people.

 Is the Service Caring?

People receiving support were all supported and treated with dignity and respect. Relatives questioned all said that their loved ones could make choices about their own care, that they had control of their life and staff would support them to do this.

Relatives felt that they had been involved in creating care plans, that they were supported to visit their family homes, to attend college and access the community when they wanted to.

Relatives and health and social care professionals were all very positive about the care provided.

One relative said, “I think the care is very good. Nothing is too much trouble for the staff and they know everyone so well. I am very reassured that (Name of Service User) is happy, contented and well cared for”.

Another relative said, “Yes it’s a good service. (Name of Service User) gets out and about with support. They go shopping, to church, and to watch his favourite football team. It is important for us when (Name of Service User) moved area that they maintained their local links. The service supports them to do so every week which is very important”.

A health and social care professional said, “Staff try and empower people to meet their needs and dreams and further encourage them with regular praise”.

Is the Service Responsive?

Peoples needs were found to be reflected in care plans, which contained detailed information about how they wished to receive care and support, their likes and dislikes etc.

The service was found to have met the Accessible Information Standard (AIS). Staff understood how to identify, record and share information and communication in an effective way to meet the needs of the people using the service. This includes using easy read documentation for service users, staff using pictures and hand gestures as communication.

Quality of service was shown to be very good, there had been no formal complaints since the last inspection.

Relatives confirmed they knew how they could complain but had not needed to.

One relative said, “I have never needed to complain. Any minor issues are dealt with very quickly”. Another relative said, “Never needed to make any type of formal complaint. If I have any issues I just pick up the phone and call them and it gets resolved”.

Is the Service Well-led?

The service was shown to be consistently managed and well-led. Management and the culture they had created in the company promoted high-quality, person-centred care.

One Staff member said, “Whatever we do, it is about promoting independence and giving people an excellent quality of life”.

Survey’s sent out by the Care Quality Commission showed that people were satisfied with the care and support received.

Staff questioned reflected a positive culture was in place within the staff team, that they enjoyed working for the service. One member of staff said, “We all get on well and work well as a team”.

Staff meetings were shown to take place regularly so any issues about the service could be discussed and people’s views could be obtained. House meetings were held for service users to meet and discuss issues. Staff were also given opportunities to raise any concern or ideas about the service during their supervision meetings.

Health and social care professionals and relatives all felt that management and the staff team worked well with other professionals. This included working alongside speech and language therapists, GP’s and dietitians in order to achieve good outcomes. Relatives questioned were all very positive about the way the service worked with them to achieve their loved ones goals and aspirations.