We carried out a review of the data available to us about Primrose Healthcare Services Limited on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Primrose Healthcare Services Limited, you can give feedback on this service.
Primrose Healthcare Services is a domiciliary care agency providing personal care to people with a variety of health care needs including people living with dementia. The service was providing care to 53 people at the time of inspection.
People’s experience of using this service and what we found
An electronic system had been implemented for recording, we saw that this was effective in monitoring the service but the registered manager needed to ensure this was kept up to date. Risks to people were assessed and care was planned to reduce risks to people.
People told us they felt safe and knew how to raise concerns if they had any. People were supported to take their medicines safely by appropriately trained staff. Good infection, prevention and control measures were in place to help staff keep people safe in their own homes.
There were enough staff to meet people's needs and staff knew people well. The registered manager monitored calls and call times and to address any issues with late calls.
Care plans were completed and included information about people's needs, staff escalated any concerns to other healthcare professionals.
The registered manager was involved in people's care and sought regular feedback from people and their relatives. Staff felt supported and received appropriate training to carry out their roles.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection and update
The last rating for this service was good (published 25 June 2019) and there was a breach of regulation. At this inspection enough improvement had been made and the provider was no longer in breach of regulations.
Why we inspected
We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe and Well-led which contain those requirements.
The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has remained the same. This is based on the findings at this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Primrose Care Services 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.
Primrose Healthcare Services provides care to people that live in their own homes. Services are provided to older people, people with mental health issues, physical and learning disabilities and sensory impairment.
People’s experience of using this service and what we found
The leadership of the service required improvements as the registered managers were unable to work well together. One of the registered managers was not involved in the day to day running of the service which is a requirement of their registration. There were times during the inspection where the registered manager was not open and transparent about who was employed at the service. There were aspects of the records that required improvement particularly around the background of people and guidance on health care conditions. People, relatives and staff however were very complimentary about the management of the service.
Risk associated with people’s care was assessed with steps taken to reduce the risks. People told us that they felt safe with the care staff. The management of medicines was undertaken in a safe way and systems were in place to ensure that people’s medicines were not missed. There were sufficient numbers of staff to provider care. There were systems in place to monitor whether staff were late for a call or if they had not turned up for a call.
Care plans contained information around people’s wishes around care routines. Staff were aware of the care that people needed. Staff also communicated the needs of people through care notes and meetings. People were asked their consent before any care was delivered. Health care professionals were consulted in relation to the care delivery.
Systems were in place to ensure that staff received appropriate training and supervision to ensure that safe and effective care was delivered. People fed back that staff were caring and considerate towards them. People maintained good relationships with staff and were treated in a dignified and respectful way. People told us that they were supported with their independence. People were supported towards the end of their lives.
There were systems in place to review the quality of the care including audits, surveys and spot checks. Where shortfalls had been identified, actions were taken to address this.
Rating at last inspection
This was the first inspection at the service.
Why we inspected
We inspected earlier than was planned due to concerns that were raised around some elements of how the service was being managed.
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 we receive any concerning information we may inspect sooner.