Premium Care Solutions Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we did not rate this key question our previous inspection in 2018 rated it Good. At this assessment the rating has remained good.

This service scored 64 (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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People were involved in the recruitment process if they wished to be. One person told us, "We are involved in recruitment. (Relative) can make changes to the care plan. "Another said, "I have

been with them for a long time, so we have a good relationship. Recently we have met with the care package manager to discuss how to use the hours."

People's care plans were mainly person-centred and included how people preferred to be addressed. However, we identified areas for improvement in the use of preferred language to ensure plans were more personalized. This was discussed with the manager, who assured us that updates would be made.

Staff were knowledgeable about the people they supported, their likes, dislike, preferences and how best to meet their needs.

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, so care was not always joined-up, flexible or supportive of

choice and continuity.

The registered manager told us people have their own team of staff and are involved in the recruitment process which we saw evidence of. However, some people raised concerns about

staff shortages and the impact on continuity of care. One person told us, "We are always struggling to fill the position. They don’t have flexible staff. It is a big impact." Another told us, "We have been short staffed for years, but we are making progress. People haven’t been applying."

Despite these challenges we saw evidence of good partnership working with family members, which supported continuity and person-centred care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The registered manager told us that currently nobody required information in alternative formats but told us that accessible formats were available if needed. This demonstrates a proactive

approach to inclusive communication.

Staff had received General Data Protection Regulation (GDPR) training, supporting safe and respectful handling of personal information.

Care plans included details about people's preferred communication methods, this helped staff to engage effectively and respectfully.

Service user guides contained information on charges and contact details, supporting transparency and informed decision-making.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff did not always involve people in decisions about their care or tell them what had changed as a result.

We received mixed feedback from people regarding raising complaints. One person told us, "I am not happy with the service, I have on-going complaints with them and I'm not getting any answers despite sending multiple emails to human resources HR." Another person told us, "Sometimes there are minor things, like a carer going out for a cigarette I don't want to smell that. I tell the care manager, and they have a chat, and it is resolved pretty quickly."

The registered manager told us the director was currently having weekly meetings with one person to address ongoing concerns and manage expectations.

The people we spoke with told us they receive questionnaire regularly through the post and mostly told us they felt listened to. However, one person told us, “Questionnaire comes through the post. We ask if they can do their feedback by pictures but that hasn't happened yet."

The registered manager told us they have systems in place to log complaints including and work with the human resources manager to ensure responses are provided within the timeframe.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People and their relatives told us; staff would access health care support for people when needed. Where appropriate people and their relatives were assessed independently. People's care records showed there was regular input from health care professionals.

People had appropriate equipment in place to support their needs and these were regularly checked.

There was an out of hours support line in place. Staff told us this was answered promptly when used, ensuring people could access support at any time.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff had completed training in Equality, Diversity and inclusion, and relevant policies were in place to support inclusive practice.

The registered manager told us they work in partnership with the Brain Injury Association and with people who are experts by experience to gain diverse perspectives. These insights were

cascaded down within team meetings and discussions are held, helping to inform and improve

practice.

People were not always supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The registered manager told us they were not currently supporting anyone with end-of-life care, but had recently, they shared an example of a care plan to demonstrate their approach. People's care plans contained clear information regarding Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions and people's wishes.

Care plans required input to reflect that people had been offered the opportunity to discuss or document their end- of life preferences.