All inspections: Premier Gold Care Limited

People who used the service understood the care and support choices available to them. They expressed their views and were involved in making decisions about their care and treatment. Comments included "if I need to know anything I can always ring (the office) and they'll tell me".

People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. People said they were happy with the care and support they received. Comments included "they couldn't do better" and "they're very caring".

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. People said they felt safe using the service and that they would contact the office if they had any concerns about their safety. One person said "I trust the girls".

People were cared for, or supported by, suitably qualified, skilled and experienced staff. There were effective recruitment and selection processes in place.

There were effective systems in place to regularly assess and monitor the quality of the services provided. People said they were satisfied with the quality of the service they received. One person said "I am satisfied with what I get. If I wasn't, I'd change". Another said "the care and quality is great".

People were satisfied with the service they received. Comments included "I have no complaints" and "they do what I ask them to do." Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. They told us that they were given choices of care and support and that their choices were respected.

People were happy with the care they received from staff. One person said "I've had the same carer for many years." People we spoke to told us they felt safe with the staff who visited them and that they were made aware of what to do if they had any concerns. People were aware of the complaints procedure and they told us they knew who to complain to if they wanted to and they felt that they would be listened to. One person said "I told them that one carer was coming too early and they changed the time for me."

People who use the service over all spoke very positively about the care they receive from the agency. A relative said 'The care we receive is pretty good. The carers are wonderful and they know what they are doing. We know them all by their first names. They tell us who's coming into us each day and tell us of any changes.' Another individual user said 'The office lets me know if the girls are going to be late. The girls are very good and some are extremely good. The office is particularly good. If you phone up with a query, they will always help you. They are exceptional.' 'Yes I am very happy with them, they are lovely girls' informed another person using the service. However, one person told us when asked about the carers delivering their care said 'They speak in their own language in front of me. I can't understand what they are saying. They are caring but I wish I could know one or two words of their language. I feel at a bit of a loss when you can't understand them.'

Most people spoken to informed us that they receive a flexible, consistent and reliable personal care service, to their satisfaction. 'The girls are usually on time. Yesterday the carer rang me to let me know she was going to be late, in the end she was only 10 minutes late. I can't complain about any of them, I am very satisfied. I am more than happy with the service' said a person using the service. Another person told us 'I am happy with the care. The girls are on time and if there are any delays, they phone to let me know. I've got a form they complete each time they have been. The girls are very caring and I have regular carers all the time, they only change when they go away or are sick.' However, one person told us that some carers rush and said 'some girls are extremely good and others are not quite so good. Sometimes you get the feeling they just quickly want to go. I would like to have the same girls. I have told the office and they do try hard to provide, but I know it is not always possible. Overall I am satisfied.'

Archived: Premier Gold Care Limited

All Inspections

8 January 2014

During a routine inspection

4 March 2013

During a routine inspection

11 July 2011

During a routine inspection