Archived: 322 Premier House

We found that the provider had improved recruitment systems to ensure that, for all new employees, appropriate information about them was in place and they were of good character. There was evidence of new applicants not becoming employed if recruitment checks could not be appropriately completed. The recruitment checks of established staff were also reviewed, with actions taken where needed. This helped to ensure that people were cared for, or supported by, suitably qualified, skilled and experienced staff.

We also found that the provider was developing systems to ensure that records relevant to the management of the services were accurate and fit for purpose. People's care plans were now securely available for use by appropriate staff at the office, and there were improved records of phone calls and visits by senior staff. This helped to ensure that people were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained and available to staff.

Relatives told us that the agency provided consistent care workers who mostly turned up on time. We found that people were treated with respect and dignity, and that care was planned and delivered in a way that was intended to ensure people's safety and welfare.

Care workers told us they felt supported by the management team and confirmed they received regular supervision and training. We found that people were cared for by staff who were supported to deliver care safely and to an appropriate standard.

We found there were effective systems to assess and monitor quality at the service, including through consideration of people's views. 'If I'm not happy with the service, I can speak freely to the owners,' one relative told us.

However, we found that staff recruitment procedures were not effective at ensuring that, before starting to work in people's homes, all appropriate information about them was in place and they were of good character. We also found that recording systems at the agency failed to sufficiently protect people against the risks of unsafe or inappropriate care.