Background to this inspection
Updated
19 December 2020
The inspection
As part of a pilot into virtual inspections of domiciliary and extra-care housing services, the Care Quality Commission conducted an inspection of this provider on 21 and 22 October 2020. The inspection was carried out with the consent of the provider and was part of a pilot to gather information to inform CQC whether it might be possible to conduct inspections in a different way in the future. We completed this inspection using virtual methods and online tools such as electronic file sharing, video calls and phone calls to gather the information we rely on to form a judgement on the care and support provided. At no time did we visit the provider’s or location’s office as we usually would when conducting an inspection.
Inspection team
This inspection was carried out by two inspectors and an assistant inspector. An Expert by Experience contacted people and their relatives via phone. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection.
Inspection activity started on 21 October 2020 and ended on 23 October 2020.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
We used all of this information to plan our inspection.
During the inspection
We spoke with five people who used the service and nine relatives about their experience of the care provided. We spoke with 13 members of staff including the registered manager, HR manager, clinical lead, senior care workers, team leaders, care workers and the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records. This included six people’s care records and multiple medication records. A variety of records relating to the management of the service, including audits, quality assurance, policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at daily notes and medicine information.
Updated
19 December 2020
This report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider who had volunteered to part of this pilot. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
About the service
Premium Care Solutions Limited is a domiciliary care agency providing personal care to people living in their own homes. 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. At the time of the inspection 30 people were receiving personal care.
People’s experience of using this service and what we found
Medicine management required improvement. We found concerns relating to the information documented and the recording of medicines. The provider agreed to ensure improvements were made.
Some aspects of people’s care records did not contain their full holistic needs. However, people had risk assessments in place to support staff in understanding the person.
Some areas of management oversight required improvement. Audits needed to be more robust in identifying any improvements required. The registered manager and provider put an action plan into place immediately after the site visit to identify where improvements were needed.
People were supported by a consistent staff team who knew them well and had received training on their specific needs. Staff asked for consent before completing tasks.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Staff were recruited safely and had a good understanding of safeguarding and how to raise any concerns they may have. People and their relatives were invited to be part of the recruitment process.
People were protected against infection by staff who received training on infection control and who wore appropriate personal protective equipment.
People and their relatives were all positive about the support they received and the skills of the staff who supported them. People and their relatives were involved in care planning and were able to share their feedback on the service.
The service supported people with any communication needs they may have. Information could be provided in a variety of formats to ensure people could understand.
The service worked closely in partnership with other professionals to ensure good outcomes for people.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 11 September 2018)
Why we inspected
This was a planned pilot virtual inspection. The report was created as part of a pilot which looked at new and innovative ways of fulfilling CQC’s regulatory obligations and responding to risk in light of the Covid-19 pandemic. This was conducted with the consent of the provider. Unless the report says otherwise, we obtained the information in it without visiting the Provider.
The pilot inspection considered the key questions of safe and well-led and provides a rating for those key questions. Only parts of the effective, caring and responsive key questions were considered, and therefore the ratings for these key questions are those awarded at the last inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Premium Care Solutions Limited on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.