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

The provider of this service has requested a review of one or more of the ratings.


Inspection carried out on 10 July 2019

During a routine inspection

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 carried out on 26 October 2016

During a routine inspection

This inspection took place on 26 October 2016 was announced. The provider was given 48 hours’ notice because the location provides domiciliary care service and we needed to be sure that someone would be at the office.

Premium Home Care Services Limited is a domiciliary care service providing care and support to people living in their own homes. The office is based in the city of Leicester and the service currently provides care and support to people living in Leicester and Leicestershire. At the time of our inspection there were nine people using the service. People’s packages of care varied dependent upon their needs. The provider employed five caregivers.

This was our first inspection of the service since they registered with us on July 2016.

A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were supported in their own homes with their daily care needs and support to maintain their independence. The relatives of people who used the service told us that their family members were safe and were happy with the service being provided.

Systems were in place to ensure that people who used the service were protected from the risk of abuse. The provider, registered manager and caregivers were trained in the safeguarding adults, understood their responsibility and were aware of the procedures to follow if they suspected that someone was at risk of harm.

People’s care records showed people’s needs had been assessed and measures were in place to manage risks. People were involved in the development of their care plan to ensure that caregivers knew how to meet people’s needs that promoted their safety and independence.

People were supported to take their medicines safely. Caregivers supported people, where required, with their meals and drinks. Records showed people were support to access healthcare services when required.

The provider’s recruitment procedures ensured that caregivers were suitable to look after. People were supported by a consistent team of caregivers who supported them and whom they felt confident with.

Relatives we spoke with were complimentary about the caregivers’ skills, knowledge, attitude and approach in how they supported their family members’. Caregivers undertook an induction and a range of training relevant to the needs of people using the service. Staff received regular support and supervision which enabled them to provide people with effective care.

Caregivers understood the relevant requirements of the Mental Capacity Act (2005) and how it applied to people in their care. Caregivers sought consent from people before providing care and understood people's right to decline their care and support.

Relatives told us that they and their family member had developed positive relationships with the caregivers and the management team. People’s privacy and dignity was respected and caregivers understood their role in enabling people to maintain their welling. Caregivers recognised that some people were at risk of loneliness and isolation and therefore, ensured the time spent with people was meaningful.

Caregivers were knowledgeable about people's preferences and how they wished to be supported, which promoted their wellbeing. The registered manager updated people’s care plans to ensure caregivers had clear guidance to follow, which helped to ensure people’s needs could be monitored effectively.

The provider had a complaints policy which provided people and their relatives with clear information about how to raise any concerns and how they would be managed. Relatives were confident that any concerns raised would be responded listened to and addressed.

The provider and registered