Premier Care (Midlands) Limited

Updated 7 January 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection Team

The inspection was carried out by one inspector who visited the service and an Expert by Experience who made telephone calls to people who used the service. 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. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection. Inspection activity started on 6 December 2021 and ended on 14 December 2021. We visited the office location on 8 December 2021.

What we did before the inspection

We reviewed information we had received about the service since it registered with CQC and sought feedback from commissioners of the service including the local authority. 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 this information to plan our inspection.

During the inspection

We reviewed a range of records. This included four people’s care records. We looked at staff files in relation to recruitment and staff supervision and a variety of records relating to the management of the service, including checks on the quality of care provided. We spoke with the Nominated Individual, Registered Manager and the Quality Compliance Manager. The nominated individual is responsible for supervising the management of the service on behalf of the provider

After the inspection

We continued to seek clarification from the registered manager and provider to validate evidence found. The Expert by Experience contacted 10 people and their relatives by telephone to gather feedback of their experiences of the service. The inspector telephoned five members of care staff to obtain their views of the service.

Updated 7 January 2022

About the service

Premier Care (Midlands) Limited is a domiciliary care agency providing personal care to adults in their own homes. This includes people with dementia, learning disabilities including autistic spectrum disorder, mental health, sensory impairments and physical disabilities. 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 inspection, the service was providing personal care to 60 people.

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

People felt safe using the service. Staff managed the risks to people’s health, safety and well-being and understood how to recognise and report abuse. Staff recruitment processes included background checks to review their suitability to work with vulnerable adults.

People received support from staff when needed. People were supported to have enough to eat and drink to maintain their well-being. People were supported to obtain advice from healthcare professionals when required and were supported with their medicines.

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.

People spoke positively about the staff and the care they provided. One person told us, “They (staff) are jolly and make me feel relaxed”. Staff treated people with dignity and their independence was promoted wherever possible.

People were involved in planning their care with support. People and their families understood how to complain if they wanted to.

Senior staff worked in partnership with outside agencies to improve people’s support when required. There were checks in place to ensure good standards of care were maintained.

The provider and registered manager created an open culture which valued continuous learning and had an open-door policy. Staff felt valued and supported by senior staff.

Staff had training to meet people’s needs and senior staff shared guidance with care staff about how to support people effectively.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 13 June 2019 and this is the first inspection.

Why we inspected

This was a planned inspection because the service had not been inspected or rated.

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.