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Premier Homecare Requires improvement

Inspection Summary


Overall summary & rating

Requires improvement

Updated 31 July 2019

About the service: Premier homecare is a domiciliary care service providing support to people in their own homes. At the time of the inspection the service was supporting 164 people. However, not everyone was in receipt of support of the regulated activity personal care.

People’s experience of using this service:

People were not supported to have maximum choice and control of their lives in line with the principles of the Mental Capacity Act. Assessments had not been completed to ensure people were supported in the least restrictive way possible. The policies and systems in place at the time of the inspection did not support this practice. However, we saw improved templates and procedures were developed and ready to be rolled out across the service.

Environmental risk assessments identified concerns and issues which were not addressed. Individual risk assessments were not updated when people’s needs changed to ensure risks were mitigated and managed.

Records held by the provider on the support people needed and the support the service provided were not complete. The new reporting paperwork should address this. However, at the time of the inspection there were gaps which could result in key elements of people’s support needs being missed.

Staff were well supported to meet people’s needs and received training as required and requested.

People told us they were well cared for by staff who visited them and felt safe when being supported. One person told us,” They [staff] are all very friendly and chatty, I have no problems with them at all. It’s everything they do, they have a lovely caring attitude, they ask me about myself, my family and my life.”

People were actively encouraged to access the community and the service organised events to engage people in activity.

Quality sense checks were completed monthly by office staff who visited each home to ensure people were receiving the service they needed. An annual questionnaire was also completed.

The provider monitored the service provided and developed action plans to drive improvement.

Rating at last inspection: The last inspection report was published on 21 September 2016 and was rated good overall and good for all key questions.

Why we inspected: This inspection took place as part of planned programme of comprehensive inspections in line with our methodology.

Follow up: This inspection identified three breaches to the regulations in relation to identifying and managing risk, adhering to the principles of the Mental Capacity Act and the lack of contemporaneous notes. The provider will be required to submit an action plan to show how they intend to address the concerns and ensure they meet the requirements of the regulations moving forward. We will continue to monitor the service in line with our ongoing monitoring of all services we regulate.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Inspection areas

Safe

Requires improvement

Updated 31 July 2019

The service was not always safe

Details are in our Safe findings below.

Effective

Requires improvement

Updated 31 July 2019

The service was not always effective

Details are in our Effective findings below.

Caring

Good

Updated 31 July 2019

The service was caring

Details are in our Caring findings below.

Responsive

Good

Updated 31 July 2019

The service was responsive

Details are in our Responsive findings below.

Well-led

Requires improvement

Updated 31 July 2019

The service was well-led

Details are in our Well-Led findings below.