Premium Healthcare Staffing Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The care plans we reviewed during the assessment were detailed and explained how the person wanted to be supported and how staff should meet their needs. Staff were able to answer questions about the persons support and aspects of their care, which demonstrated their understanding.

Feedback was positive. A relative told us, “[Name of staff member] is brilliant, they take their time and talk quietly. [Name of staff] is very hard working and supports [them] how [they] want to be supported.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider told us they do not support with appointments; however, they have all the relevant contact numbers within the care plan in case of emergencies.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was given to people when they first started using the service, so they were aware of their rights and choices. A relative told us, “We have all the information we need.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had a complaints policy which included ways in which concerns could be raised, the process for dealing with any concerns and further steps that could be taken if complainants were unhappy with the resolution. A family member told us, “We do not have any complaints at all, we are happy with the care, and I know my [family member] is, [they] hadn’t needed to complain. We have always been asked if we have any concerns or any changes in [person’s]’s care.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff were responsive to people and ensured they received care and support in line with their preferences and needs. People were treated fairly and equitably.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider completed regular care calls to family to ensure people’s care continued to meet their needs and new goals could be set.

The provider had policies, training and systems in place to encourage people and staff to speak up about equality. There was a whistleblowing policy in place encouraging people and staff to speak up.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. The provider told us this would be discussed with the person and family when they were ready.