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Inspection Summary


Overall summary & rating

Good

Updated 2 September 2017

We inspected Premier Personal Care Limited on 22 August 2017. The service is a Domiciliary Care Agency (DCA) registered to provide personal care in people’s own homes. At the time of our inspection visit the service supported 48 people. The agency operated in Henley-on-Thames and surrounding villages.

At our last inspection on 25 May 2015 we found people's medicines were not always managed safely and risk assessments were not always complete or up to date. At this inspection we found the provider had addressed the concerns. We saw people had risk assessments where required and guidance was available to staff in how to manage these risks. People received their medicines as prescribed and we found the medicines records were completed when people were supported with taking their medicines. Medicine records were regularly audited.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The registered manager had systems to monitor the quality of the service. They ensured that the feedback from people was sought and regular checks of staff working practices were completed. The team promoted open and transparent culture. There was a clear staffing structure in place and staff were clear on their roles and responsibilities.

People told us they were safe. People were supported by sufficient staff and had regular staff. The provider ensured safe recruitment practices were followed. Staff were aware of safeguarding and how to escalate any concern including how to whistle blow if required.

People were supported by staff that had received training relevant to their roles. Staff told us and records confirmed staff were regularly supported by their line manager.

People received support that met their needs. People’s care plans were current and reflected the level of assistance required on each visit. People were supported to meet their nutritional needs and access health professionals when required. People knew how to make a complaint but told us they had never needed to.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and report on what we find. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the systems in the service supported this practice.

People complimented the staff and told us staff were “pretty marvellous”, “very good’ and ‘polite”. People’s dignity and privacy were respected. Staff ensured people were supported to maintain their independence. Staff ensured people’s confidentiality and when they spoke about people they referred to people with respect.

Inspection areas

Safe

Good

Updated 2 September 2017

The service was safe.

People’s individual risks to their well-being were assessed and plans were in place to manage these.

Staff knew how to keep people safe from suspected abuse and how to recognise and report safeguarding concerns.

There were enough staff to meet people’s needs.

People received their medicines as prescribed.

Effective

Good

Updated 2 September 2017

The service was effective.

Staff received support and training relevant to their roles.

People were supported to have choice and control of their lives and staff supported them to make their own decisions.

People were supported to access healthcare services when required.

People were supported to meet their nutritional and dietary needs.

Caring

Good

Updated 2 September 2017

The service was caring.

People were treated with dignity and respect.

People were supported by staff that were enthusiastic about their roles.

People experienced continuity of care and staff knew people’s needs well.

Responsive

Good

Updated 2 September 2017

The service was responsive.

People’s care plans provided guidance to staff in how to support people.

The provider’s complaints policy was available to people and people knew how to complain.

People’s views were regularly sought to ensure people received support that met their needs.

Well-led

Good

Updated 2 September 2017

The service was well-led.

The registered manager led their staff by example.

People, staff and relatives complimented the service.

The registered manager ensured quality assurance systems were in place to monitor the service people received.