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Archived: Premier Carewaiting Limited Requires improvement

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Inspection Summary


Overall summary & rating

Requires improvement

Updated 24 August 2017

This inspection took place on 11 and 20 July 2017. The provider was given 48 hours’ notice because the location provides a domiciliary care service in people’s own homes and we needed to be sure that someone would be available to assist with the inspection.

Premier Carewaiting is registered to provide personal care to people in their own homes. At the time of the inspection they were providing a service to approximately 150 people.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission 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 and associated Regulations about how the service is run. The registered manager is also the registered provider.

At our last inspection on 26 February and 23 March 2016 we found one breach of regulations. The provider had not notified the Care Quality Commission (CQC) of incidents which had occurred within the service as required by the CQC. Action had been taken and since that inspection the necessary notifications had been made.

Systems were in place to ensure that people received their prescribed medicines and medicines were administered by staff who were trained to do this. We have recommended that medicines records be changed in line with National Institute of Clinical excellence guidance to help to ensure safe practice and lessen the risk of error.

People were protected by the provider’s recruitment process which ensured that staff were suitable to work with people who need support. However, gaps in people’s employment history needed to be explored to make this process more robust.

People who used the service and their relatives were very happy with the quality of care provided by their regular carers but some people had experienced difficulties when these carers were not available.

The service began to support people who had been using another agency that closed. This meant that a number of new people and staff transferred to Premier Carewaiting all at the same time. This resulted in problems and difficulties for some people. This was being addressed by the provider and people were clear that the service was improving.

Staff supported people to make choices about their care. Systems were in place to ensure that their human rights were protected and that they received care and support in line with the Mental Capacity Act 2005.

Staff received the support and training they needed to give them the necessary skills and knowledge to meet people’s assessed needs, preferences and choices and to provide an effective service.

People were encouraged to maintain their skills and to be as independent as possible.

Systems were in place to support people with their nutritional needs.

The registered manager and management team monitored the quality of the service provided and sought feedback from people about the service.

Staff told us that they received good support from the management team. They were confident that any concerns raised would be addressed. People who used the service and their relatives knew how to complain and said that complaints had been taken seriously and addressed.

People were supported by caring staff who treated them with respect and kindness.

Care staff liaised with relevant health and social care practitioners and with relatives to support people with their healthcare needs.

Inspection areas

Safe

Requires improvement

Updated 24 August 2017

The service was not consistently safe. People were supported to receive their medicines but medicines records needed to be more detailed.

The necessary checks were carried out before staff began to work with people but their full employment history was not always obtained.

Risks to people were identified and systems put in place to minimise these. Staff were aware of safeguarding issues and of their responsibility to report any concerns or potential safeguarding.

Effective

Good

Updated 24 August 2017

The service was effective. People were supported by staff who received the necessary training and support to meet their needs.

The service worked within the Mental Capacity Act 2005 and people were able to make choices about their daily lives.

Systems were in place to support people with their nutritional needs.

Caring

Good

Updated 24 August 2017

The service was caring. People were happy with the staff that supported them. They told us staff were kind, caring and respected their privacy.

People were encouraged to maintain their independence and to do as much as possible for themselves.

People’s cultural, religious and gender needs and wishes were identified and they were supported with these.

Responsive

Requires improvement

Updated 24 August 2017

The service was not consistently responsive. People did not always receive a personalised service that was responsive to their needs.

People’s regular carers knew them well and provided care in a way they wanted. However, care plans were not detailed and contained insufficient information to enable all staff to provide personalised care and support.

People knew how to complain and told us they felt able to do this when the need arose.

Well-led

Requires improvement

Updated 24 August 2017

The service was not consistently well led. Shortfalls in the service had been acknowledged by the provider and action had been, and was still being, taken to address these.

The management team monitored the quality of the service provided and sought feedback from people about the service.

Legally required notifications had been made to the Care Quality Commission.