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Premium Home Care Services Limited Good Also known as Home Instead Senior Care

Inspection Summary

Overall summary & rating


Updated 22 August 2019

About the service

Premium Home Care Services Limited is a domiciliary care service providing personal care to people in their own homes. At the time of the inspection the provider confirmed the service was providing personal care to 32 older adults.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

Staff went through a recruitment process so that the provider only employed suitable staff, though this process needed to be made more robust. Risks to people safety in premises had been assessed though there were no individual evacuation plans.

People felt safe with staff from the service. Staff understood how to protect people from the risk of harm and understood potential signs of abuse. People were involved in assessments of potential risks to their safety and in identifying measures to keep them safe. Care plans provided guidance for staff to follow.

People received their medicines as prescribed and they were protected from the risk of infections through staff working practices. People had enough staff to meet their needs. Staff undertook induction training that supported them to have the knowledge and skills to do their job well and effectively meet people’s needs.

People were provided with care and support that ensured they had good nutrition and hydration. They had access to healthcare that maintained their health and wellbeing. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

Staff knew people well, though there was some lack of personal history information in care plans. People had developed positive relationships with staff which helped to ensure good communication and support. Staff respected people’s privacy and dignity and encouraged people to be as independent as possible.

People were fully involved and consulted when making changes to how their support was provided. Staff knew and understood the needs of the people using the service and care was provided based on their assessed needs. Staff were responsive to changes in people's needs to ensure people received timely intervention to maintain their health and well-being.

People and relatives knew how to raise any concerns or make a complaint. The provider responded to complaints by detailed investigation and solutions to put things right. The complaints policy provided information about how these would be managed and responded to.

Systems were in place to monitor the quality of care and support people experienced through quality assurance systems and processes to drive improvements within the service.

People, relatives and staff spoke positively about the management and leadership of the service. People said staff were very friendly and caring, and they had built good relationships with them.

The provider listened to feedback and acted immediately to make improvements to the service. The service worked in partnership with external agencies to ensure people achieved good outcomes from their care and support.

Rating at last inspection:

The last inspection on 26 October 2016 rated the service as good.

Why we inspected:

This was a planned inspection.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at

Inspection areas


Requires improvement

Updated 22 August 2019

The service was not always safe.

Details are in our Safe findings below.



Updated 22 August 2019

The service was effective.

Details are in our Effective findings below.



Updated 22 August 2019

The service was caring.

Details are in our Caring findings below.



Updated 22 August 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 22 August 2019

The service was well led.

Details are in our Well led findings below.