Premier Care Services Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff always treated people and their relatives with kindness, empathy and compassion and respected their privacy and dignity.

One person told us, “[Member of staff] considers my privacy and dignity by covering me with a towel when drying me and always closes the curtains”. A person’s relative said, “[He/she] is always nicely dressed when I see [him/her]. [His/her] hair always looks clean and looked after. That's important to [him/her]. It’s about [his/her] dignity”.

Another person’s relative told us, “They [staff] show great empathy and are kind and caring. Just what I would expect from a carer. [His/her] dignity is well respected”. One other person’s relative said, “The carers are very caring. They all love [him/her]. They look after [him/her] very well. [He/she] is so pleased to see them. They treat [him/her] respectfully”.

A person’s relative also told us, “They are very nice in the office. Communication is good, I speak with [member of staff] in the office. They are all happy and bubbly people in the office”.

The provider and staff treated people as individuals and made sure the care people received met their needs and preferences. They took account of people’s abilities, goals and individual backgrounds and their personal, cultural, social and religious requirements were understood and met.

One person told us, “[Member of staff] understands and knows me very very well”. A person’s relative said, “They know [mum/dad] really well now”. Another person’s relative told us, “They [staff] know [him/her] so well. [He/she] likes them too. They have built up a good relationship”.

One other person’s relative also said, “I do think the manager has good knowledge of her staff and tries to match the right carer with the right person”.

Staff promoted people’s independence and people and their relatives had choice and control over their own care and support. People and their relatives were involved in planning and reviewing their care. Staff helped people access community-based services and accompanied them to appointments when necessary.

People and their relatives chose their own meals and which clothing they wanted to wear for the day. The provider gave people and their relatives written information explaining how the service worked and the level of service they should expect.

One person told us, “Any changes to my care calls, I let them know and vice versa”. A person’s relative told us, “One carer didn’t work out for [mum/dad]. The manager stopped them coming to [mum’s/dad’s]. She nipped it in the bud. The manager was on it”.

Another person’s relative said, “They buy all her food, but I order it”. One other person’s relative told us, “It’s really easy to contact the office. They are approachable and flexible with regards to [his/her] care. I can cancel care calls easily if I need to”.

The provider and staff listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The provider and staff knew how to request emergency support if necessary.

One person told us, “[Member of staff] showers me on a morning and is very kind and caring. I have a shower chair in the shower, and they make sure I am safe on it. We work together so I am safe. My breakfast is left for me by my family, and [member of staff] gets me that”. A person’s relative said, “They do [his/her] meds when I am away”.

Another person’s relative said, “They [staff] have called an ambulance previously. I was in a meeting, and I didn’t see the message, so the manager decided to call an ambulance”. One other person’s relative told us, “[Member of staff] plays music for [him/her] whilst assisting [him/her] to eat and [member of staff] talks to her and explains things. [He/she] smiles at them [staff] and is receptive to and with them”.

The provider and managers cared about and promoted the wellbeing of their staff. Staff told us they felt valued and supported by managers. Managers had taken steps to recognise and meet the wellbeing needs of staff. Staff reported being supported if they were struggling at work.

The provider allowed staff to work flexibly around their childcare needs and carried out annual appraisals in which staff could set their goals and make a development plan, including further training and studies. The provider also had an annual staff reward scheme and gave staff gifts to show their appreciation.

The manager had visited a member of staff daily whilst they were in hospital and their family were out of the country, and when one person died the manager arranged an internet meeting with a bereavement specialist for staff.

One member of staff told us, “The manager is very supportive of the workers’ wellbeing. She treats you as part of the family. She has a listening ear. If anything is bothering us, she goes the extra mile to help. And she has experience herself of what we go through. I am very happy there”. Another member of staff said, “Yeah, they [managers] really support us, sometimes there may be transport issues, and when you call the office, even at weekends, they will come out to support. The manager has come out to drive me to clients’ places many times, that is my experience. I am very very happy working here”.

One other member of staff told us, “They are very supportive, what I saw about this company is they are very lovely. I am asthmatic and my manager always calls me to check on me, to see if I am ok, she cares about my wellbeing”. Another member of staff also said, “Recently we had a picnic that the office organised for everybody, we all socialised and had fun. And they do encourage us a whole lot in our work. They also give us presents”.