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Review carried out on 9 September 2021

During a monthly review of our data

We carried out a review of the data available to us about Premier Care on 9 September 2021. 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 Premier Care, you can give feedback on this service.

Inspection carried out on 25 May 2021

During a routine inspection

About the service

Premier Care is a large domiciliary care agency providing personal care to people living in their own houses and flats. At the time of the inspection 393 people were using the service.

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 did not always have sufficient guidance in place to ensure they knew how to manage the risks relating to people’s health needs safely.

The provider had not always followed appropriate recruitment processes to ensure staff were safely employed.

We have made a recommendation about the provider’s recruitment processes.

People told us they felt safe. Staff had received safeguarding training and knew how to raise concerns; however, they told us they did not always feel their concerns were listened to.

People’s end of life wishes had not been assessed or recorded. The provider responded promptly following the inspection to adapt their documentation relating to people’s end of life care wishes.

People received their medicines as prescribed and people’s care plans detailed how they liked to be supported with their medicines. Staff received an induction and training relevant to their role and the registered manager monitored staff training to ensure it remained up to date.

Staff followed safe infection prevention and control processes and the provider had implemented polices and guidance to support staff practices during the COVID-19 pandemic.

People and relatives told us staff were kind and caring. People told us they felt listened to and able to make choices. 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 were supported by a consistent staff team who knew them well and their care was personalised. The provider had systems in place to monitor the quality and safety of the service and worked effectively alongside other health professionals to meet people’s needs. People and relatives spoke positively about the culture and management of the service.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

This service was registered with us on 16 August 2019 and this is the first inspection.

The last rating for the service under the previous provider was Good, published on 1 September 2017.

Why we inspected

This was a planned inspection as the service had not been rated.

The inspection was also prompted in part by notification of a specific incident following which a person using the service sustained a serious injury. This incident is subject to a criminal investigation. As a result, this inspection did not examine the circumstances of the incident.

The information CQC received about the incident indicated concerns about the management of risk. This inspection examined those risks.

We have found evidence that the provider needs to make improvements in this area. Please see the Safe section of this full report.

Following the inspection, the provider took action to mitigate the risks identified.

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.