Premier Community Also known as Premier Nursing Agency Limited

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 the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 spoke highly of the care they received and told us staff were always kind and caring. Comments included, “Staff are very definitely caring. They always treat me with dignity and respect and ask permission before personal care.”, “Staff are well trained and they treat me respectfully. I am very happy.” and “I feel very comfortable in their company.”

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. The staff team knew people well and were aware of their interests, culture, preferences, likes and dislikes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff enabled them to remain independent in their own homes and respected their choices and decisions.

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.

A system was in place to report any changes in people’s conditions and for advice during emergencies.The provider had recently improved the system, using a live chat facility, which meant staff received an immediate response. There was also a system in place which provided an on-call service for people and relatives as well as staff through an app. This was manned from 6am – 11pm, 7 days a week.

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. However, some staff did not always feel supported.

The registered manager told us they were systems in place to support staff which included supervisions, annual appraisals, surveys,meetings and regular checks on their welfare whilst out in the community.

The provider was committed to ensuring the well-being of staff and had recently introduced a new well-being programme for staff and their family to access. This service offered a free-to-use app with many helpful articles to support a variety of mental health issues. The app also included built-in health, mood, and other data-tracking features.

The service also included a helpline for any Premier Community team that offers crisis support and interventions. They can support with topics from mental health, physical health, financial support, and legal advice.

Staff worked well as a team and told us they predominantly felt listened to and valued by the homes registered manager and the management team. A staff member said, “I couldn't imagine working anywhere else. Premier Community feels like one big family, and I look forward to coming to work every time I am on shift and really enjoy my job whilst here! I really couldn't wish for a better workplace.”However, some staff did not feel listened to or fully supported. A staff member said, “I am not happy with the support. We do not get travel time, we feel very rushed and it is stressful.” We discussed the issues raised by staff regarding travel time and the registered manager assured us this was being rectified.