Premier Care (Midlands) Limited - Coventry

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People’s assessments were completed before care began. One person told us, “Premier Care interviewed me with my partner. It was very detailed, I felt comfortable, able to tell them what I needed “. They were regularly reviewed by the service. One person said, “I have a care plan, my first review was after 2 weeks and another after 1 month, it is very positive, I feel well supported, reassured and dignified. I no longer feel embarrassed”.

People’s care plans were routinely reviewed through regular reviews, daily records and ongoing communication between staff, families and external professionals. The registered manager told us this was completed through monitoring, spot checks, and monthly check ins with people. This helped to ensure they remained up to date and relevant. One person told us, “We have a review every 6 months which my [Name] attends”.

Risk assessments were in place and provided clear guidance for staff to mitigate risks and how to keep environments free from hazard. Care plans included specific preferences and routines, such as how people wished to be supported with personal care, maintaining their dignity. Daily records demonstrated choices around meals and clothing.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

People and their relatives were involved in planning their care and support. Staff were confident in caring for people’s health needs. They received a range of training which helped to understand specific health conditions. One person told us, “The carers are well trained, they are experienced, they understand my needs, they always ask if there is anything else I need, they are good at anticipating what I might need”.

When people received support with their food and drink, details were in their care plan. One relative told us,” [Name] is at risk from choking, the carers make sure they are sitting upright, they mix thick and easy into their drinks".

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The service worked positively with people and their relatives to ensure people’s care needs were met. A relative told us, “They leave me a note if they have any concerns about her”. Staff had access to an electronic care system to review previous notes and support continuity of care. “One staff member told us, “Any concerns I will call the office. They will ask how they can help. We work as a team; we communicate with each other to make everything work smoothly and effectively”. Another staff member said, “I believe the management is fantastic, we will sit together. Trust each other, we have been working together for a long time. [Name] is new, staff have helped her. It is good to have support from colleagues".

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People told us staff supported them when they needed support from professionals. Staff made referrals to health professionals and sought advice when needed. For example, community nurses and occupational therapists where this was required. A relative told us, “If they are concerned about her, they phone the office, phone the GP,or phone me”.

People’s care plans contained relevant information to support and guide staff in relation to any specific conditions or needs people may have, such as Percutaneous Endoscopic Gastrostomy (PEG) care and catheter care.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People shared positive examples of how they were supported to achieve their outcomes. One person told us, “Everyone knows how to look after me properly. They sort out my specific care and understand I need help me with my meals”.

Staff maintained daily records of the care they had provided and observations of people. One staff member told us, “We use measuring cups to monitor fluid and encourage them to drink more. I will update their records with how much they have eaten”. This enabled staff to support people in achieving the best outcomes on each care visit.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People were encouraged to make decisions about aspects of their daily routine. Staff had received training in the principles of the Mental Capacity Act 2005 (MCA). Staff ensured they always obtained consent from the person before supporting them with personal care. One staff member told us, “I will always ask how they want their personal care. I give them choice on what they want to wear. I seek their consent for everything that I do”.

Records demonstrated where people lacked capacity to make specific decision, mental capacity assessments had been completed. The registered manager told us if they had any concerns with a person’s mental capacity they referred to person’s social worker, GP and family members and advocacy services.