- Homecare service
Premier Care (Midlands) Limited - Coventry
Assessment report published 24 August 2026
Contents
Ratings
Our view of the service
Date of Assessment: 15 July to 23 July 2026. Premier Care (Midlands) Limited - Coventry is registered to provide domiciliary care services for children, older people, younger adults, people living with dementia, mental health needs, sensory impairments, autistic people and people with a learning disability. At the time of the assessment, no children, autistic people or people with a learning disability were receiving a service.
We completed a comprehensive assessment across the five key questions: Safe, Effective, Caring, Responsive and Well-led. We spoke with people using the service, their relatives, staff and the registered manager. We also sought feedback from health and social care professionals and reviewed care plans, medication records, recruitment files, call monitoring data and quality assurance records.
People received good-quality, person-centred care that was safe and responsive to their changing needs. Care plans and risk assessments were detailed, regularly reviewed and reflected people's individual preferences and routines. Staff understood how to support people safely while promoting independence, dignity and choice.
There were enough suitably recruited and trained staff to meet people's needs. Staff received induction, training, supervision and competency assessments to support safe and effective care. They spoke positively about management support and described an open culture where they felt valued and able to raise concerns.
The provider had effective systems to monitor quality and safety, including audits, spot checks, care reviews and feedback from people and relatives. Learning from incidents, complaints and quality assurance activities was shared with staff to support continuous improvement. The provider worked well with health and social care professionals to promote continuity of care and positive outcomes.
Improvements had been made within the responsive key question since the previous assessment which was undertaken 8 November 2017, resulting in an improved rating from requires improvement to good. People benefited from consistent staffing, flexible care arrangements and regular opportunities to provide feedback.
We identified that statutory notifications relating to some incidents and safeguarding concerns had not always been submitted to The Care Quality Commission (CQC). The provider responded promptly to our feedback, put additional oversight measures in place and demonstrated a commitment to learning and improvement. This had not significantly affected people's experience of care, and governance arrangements remained effective overall.
Following this assessment, the service maintained ratings of good for safe, effective, caring and well-led, and improved from requires Improvement to good for responsive, resulting in an overall rating of good.
People's experience of this service
People and their relatives spoke positively about the support provided by Premier Care (Midlands) Limited - Coventry. Feedback highlighted reliable care, positive relationships with staff and confidence in the service. People told us they felt safe and trusted staff to support them appropriately. Comments included, “They are very caring, we only have to ask, they are willing to do anything,” and “I have not got a bad word to say about them.” Relatives said staff responded promptly to concerns and kept them informed about changes in their loved one's wellbeing.
People received care tailored to their individual needs and preferences. Staff knew people well, understood their routines and respected their choices, dignity and independence. People were involved in planning and reviewing their care and felt listened to when changes were needed. Regular reviews provided reassurance and helped ensure support remained appropriate.
Staff understood people's health needs and recognised when additional support was required. Relatives described staff taking appropriate action when people became unwell, including contacting family members, healthcare professionals or emergency services when necessary. People told us they received their medicines safely and on time and felt confident in the skills and knowledge of staff.
Many people valued being supported by a regular team of carers, which helped build trust and consistency. People and relatives had opportunities to provide feedback through reviews, telephone calls and management visits and were confident any concerns or complaints would be addressed.
The service promoted independence, choice and control. People told us staff encouraged them to do as much as possible for themselves while providing support when needed. Flexible care arrangements helped people maintain their routines, appointments and family commitments, and relatives described management as responsive to changing needs. Overall, feedback demonstrated people received person-centred care that supported their wellbeing and quality of life.