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We are carrying out a review of quality at Premier Care Services. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary


Overall summary & rating

Outstanding

Updated 1 December 2016

This inspection was carried out on the 17 and 18 October 2016. Premier Care provides personal care and support for people in their own homes. This includes people that are old and frail, some of whom have disabilities. At the time of our inspection the service provided personal care to approximately 70 people. Other people who used the service were not receiving personal care.

There was a registered manager in post at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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. We were supported on the inspection by the registered manager and the deputy manager.

Staff and management were committed to a supportive approach to caring and found ways to make sure that every person using the service were happy and comfortable. The service was a family run business and people and staff felt that they were part of the provider’s family. People were treated as individuals whose life and experiences mattered to the staff. One person said “The staff that come here are very friendly people, they are like family to me.” The manager and staff went out of their way to ensure that people and their relatives were comforted and looked after in a kind and compassionate manner and treated with dignity and respect. It was clear that staff understood people's needs and how to communicate with people. Staff had supported people to use information which helped them communicate more easily. People and relatives were at the centre of decision making about their care.

The service had a strong, visible person centred culture and is exceptional at helping people to express their views so they understand things from their points of view.

People, their relatives and staff told us the registered manager and all of the senior staff were caring, friendly and approachable. The registered manager took a personal interest in people and knew them well. The registered manager worked in partnership with people’s families and outside organisations to improve the care and support people received. The registered manager had systems in place which monitored health and safety and the quality of people’s support. The systems were responsive and had led to changes being made. The registered manager was proactive with regard to how people’s support could be improved.

People told us they felt safe using the service. Staff had received training in how to recognise and report abuse and were confident any allegations would be taken seriously and investigated to help ensure people were protected. There were sufficient staff at the service to provide care and support to people. Appropriate recruitment checks were undertaken before staff started work.

Staff understood the risks to people. Staff encouraged and supported people to lead their lives as independently as possible whilst ensuring they were kept safe. People’s medicines were managed in a safe way people supported to manage their own medicines.

People received support from staff that knew them really well, and had the knowledge and skills to meet their needs. People and their relatives spoke highly of the staff and the support provided. The staff made people feel that they mattered and that they were contributing to their own care.

People had detailed care plans in place which provided guidance for staff about how people liked their care provided. People and families were fully involved in making sure they planned care which suited their needs. People told us staff always respected the way they liked things done and respected their home. Staff received appropriate training and supervision to provide effective care to people.

The registered manager and staff had a clear understanding of the Mental

Inspection areas

Safe

Good

Updated 1 December 2016

The service was safe.

People told us that they felt safe in their own homes with staff there.

Staff received training and were knowledgeable about safeguarding people.

New staff were recruited and introduced to people before they started caring for them.

People were supported with their medicines.

Risk assessments had been completed that were clear and provided staff with the necessary information to help people remain safe.

Effective

Good

Updated 1 December 2016

The service was effective.

Staff had the skills and knowledge to do their job well. It was important to the organisation that the staff held values in line with the way support was provided.

Staff received appropriate training specific to the needs of people. Staff had appropriate supervisions to support them in their role.

Staff had a clear understanding of the Mental Capacity Act and its principles. This was demonstrated in how people were supported.

People were supported with their healthcare needs, in interacting with medical professionals and in managing appointments. People were supported to eat and drink healthily.

Caring

Outstanding

Updated 1 December 2016

The service was exceptionally caring.

Staff went above and beyond to ensure that people were treated with kindness and compassion.

People felt that staff always treated them with dignity and respect and we saw that this was the case.

People were able to express their opinions about the service and were involved in the decisions about their care.

Care was centred on people's individual needs. Staff maintained kind and caring relationships with people.

Responsive

Good

Updated 1 December 2016

The service was responsive.

People's needs were assessed when they entered the service and on a continuous basis. Information regarding people's care and support was reviewed regularly.

People knew how to make a complaint and who to complain to. We saw that complaints were responded to in an appropriate way.

Well-led

Outstanding

Updated 1 December 2016

The service was well- led and managers led by example.

There were appropriate systems in place that monitored the safety and quality of the service. No matter how small any areas of improvement were made.

Where people's views were gained this used to improve the quality of the service.

People and staff thought the manager was supportive and they could go to them with any concerns.

The culture of the service was supportive and staff felt valued and included.

The service worked in partnership with other organisations to make sure they were following current best practice and providing a high quality service. They strived for excellence through consultation and reflective practice.