Archived: Premier Healthcare Solutions

Updated 9 April 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 14 March 2016 and the provider was given two days notice of the inspection in accordance with our current methodology for the inspection of domiciliary care agencies. The inspection team consisted of one inspector.

We reviewed the Provider Information Record (PIR) before the inspection. The PIR is a form that asks the provider to give some key information about the service, what the service does well and the improvements they plan to make.

During the inspection we met and spoke with the five people who used the service, three relatives, four members of the care staff, two senior care workers and the registered manager. We looked at four records relating to the care of individuals, four staff recruitment files, staff duty rosters, staff training records and records relating to the running of the service.

Updated 9 April 2016

We carried out this inspection on 14 March 2016. It was announced two days in advance in accordance with the Care Quality Commission’s current procedures for inspecting domiciliary care services. The service was last inspected in August 2014; we had no concerns at that time.

Premier Healthcare Solutions is a Domiciliary Care Agency that provides care and support to adults of all ages, in their own homes. The service provides help with people’s personal care needs in Hayle, Redruth, Camborne, Penzance and surrounding areas. The service mainly provides personal care for people in short visits at key times of the day to help people get up in the morning, go to bed at night and support with meals.

At the time of our inspection 28 people were receiving a personal care service. These services were funded either privately, through Cornwall Council or NHS funding.

There was a registered manager in post who was responsible for the day-to-day running of the service. 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.

People we spoke with told us they felt safe using the service and told us, “Its perfect [the service] I couldn’t ask for anything more” and “I’ve got no complaints at all.”

People received care from staff who knew them well, and had the knowledge and skills to meet their needs. Staff were aware of people’s preferences and interests which enabled them to provide a personalised service. People and their relatives spoke well of staff, comments included, “The girls [staff] are well trained” and “The standard of care is very high.” Care plans provided staff with clear direction and guidance about how to meet people’s individual needs and wishes.

People told us staff always treated them respectfully and asked them how they wanted their care and support to be provided. People had a team of regular, reliable staff, they knew the times of their visits and were kept informed of any changes. No one reported ever having had any missed visits. People told us, “They [the service] are very reliable” and “If staff are running late they [the service] always ring to let me know.”

Staff had completed training in how to recognise and report abuse. All were clear about how to report any concerns and were confident that any allegations made would be fully investigated to help ensure people were protected. There were sufficient numbers of suitably qualified staff to meet the needs of people who used the service.

The management had a clear understanding of the Mental Capacity Act 2005 and how to make sure people who did not have the mental capacity to make decisions for themselves had their legal rights protected.

There was a positive culture in the service, the management team provided strong leadership and led by example. Management were visible and known to staff and all the people using the service. Staff told us, “The management are very approachable and supportive” and “I am proud to work for the company. I enjoy the wide diversity of service users and I believe we have a good solid group of carers, all of whom enjoy the job.”

People and their relatives said they knew how to make a formal complaint if they needed to but felt that issues would be resolved informally as the management and staff were very approachable. There were effective quality assurance systems in place to make sure that any areas for improvement were identified and addressed.