Premier Care Services

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People said staff were kind and caring. Comments about staff included, “Staff are always friendly, careful and normally on time”, “They [staff] are always chatty, cheery and that is excellent for [person], they are very genuine people” and “They do what I ask and they are gentle.”

People’s care records had detailed information on people’s backgrounds, histories and significant events. This was important for staff to know particularly when working with people with dementia who might struggle to share this type of information. Knowing people’s life histories helped staff understand people’s communication and needs.

Leaders and staff understood the importance of confidentiality and maintained people’s privacy. Information was only shared when people consented to this.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and relatives were involved in people’s care and shared important information about people’s needs, preferences and abilities. People and relatives said staff demonstrated good recording skills and always shared information. One relative told us, “They [staff] document everything and any concerns whatsoever, they will call me.”

Care records contained detailed information on people’s needs, preferences and wishes. There was clear guidance for staff to follow and information for them to know people’s communication needs and abilities.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to stay independently in their own homes for as long as appropriate and possible. One member of staff said, “To have independence in their own home is really important for people and we provide this.” Details on how to maintain mobility and independence was recorded in people’s care records. People were supported to make choices in daily living and encouraged to be involved in their care.

People had help to maintain relationships that were important to them.

The provider 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.

Where people had pendant alarms to call for assistance this was recorded in their care records. Staff had guidance on the importance of making sure alarms were working and on the person or left within reach.

People’s care records contained details of how to support wellbeing for people and the importance of taking time to listen to people’s anxieties.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The provider had systems to support the staff with wellbeing. The provider said, “The office door is always open, we tell the staff if you have got any issues come and talk to us. If you are not well, tell us, don’t try and keep going.”

Staff confirmed the provider was supportive and they felt able to raise any concerns with leaders. One member of staff said, “There is plenty of support, they [management] say they are here for us, they are amazing, really good.”