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CQC requires immediate improvement at a domiciliary care agency in Hull, North Humberside

28 March 2014
Premier Home Carers
Mrs Marie Ann Lawlor
  • Media,
  • Care in your home and supported living

26 March 2014

The Care Quality Commission (CQC) is taking action to protect the safety and welfare of people receiving care from Premier Home Carers domiciliary care agency in Hull, East Riding of Yorkshire.

In a report published today, CQC inspectors identify the findings from an unannounced inspection of the agency which took place over three days in February 2014.

Visiting inspectors reviewed a sample of care and treatment records and spoke with people using the service, their relatives, and members of staff. As a result they found that the registered provider, Mrs Marie Ann Lawlor, was failing to meet all ten national standards reviewed.

Inspectors’ concerns included:

  • People using the service were not asked for their consent prior to receiving care and treatment.
  • Inspectors found no evidence that mental capacity assessments had been considered or undertaken by the agency to ensure people were involved with decision making in relation to their care needs.
  • Inadequate care planning and assessments put people at risk of not being provided with appropriate care and support to meet their individual needs.
  • Inspectors were concerned that people who used the service were not receiving safe and consistent care, as records showed that visits were often delayed or missed entirely.
  • Checks carried out on staff as part of the agency’s recruitment procedures had not been fully completed before they started to visit people who used the service, and references had not always been obtained as evidence of staff members’ suitability for employment.
  • Inspectors found no evidence to show that staff had undertaken training in how to safely administer medicines, and staff were not being supported by formal supervision sessions or an appraisal process.
  • The agency was failing to effectively assess and monitor the quality or service provided, or to identify, assess and manage risks relating to the health, welfare and safety of people.

We have told the provider where improvements are required and are considering the need for further regulatory action on our part.

We have also shared our findings with East Riding of Yorkshire Council and Kingston upon Hull City Council. Reflecting the outcome of our inspection, both councils have decided to suspend their contract with Premier Home Carers and have identified an alternative agency to provide care for the majority of people who use the service.

Malcolm Bower-Brown, CQC’s Regional Director for the North said:

“This multiple shortfall in standards at Premier Home Carers is unacceptable. We have told the agency very clearly where improvements must be made and are considering the need for any further regulatory action on our part.

“We are working closely with the local authorities involved to ensure the safe transition of services to an alternative provider.

“We continue to monitor the agency closely and will not hesitate to take further regulatory action to ensure people receive the care and support they are entitled to expect.

If anyone has concerns about this or any other registered service, please do not hesitate to contact us."

Any regulatory decision that CQC takes is open to challenge by a registered person through a variety of internal and external appeal processes.


For further information please contact CQC Regional Communications Officer, Kirstin Hannaford on 0191 233 3629 or 07825947160. The CQC press office can be contacted on 0207 448 9401 or out of hours on 07917 232 143.

Notes to editors

You can find reports on this provider at: Premier Home Carers.

About the Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of health and social care in England.

We make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find to help people choose care.

Last updated:
30 May 2017