Platinum living care

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

There was a positive open culture where staff were supported in their role and had their contribution valued. There were regular opportunities for people, staff and others to provide feedback about the service. The entire team understood their role and responsibility to provide people with high quality care. Systems were in place to monitor and improve the quality of the service people received.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff spoke highly of the registered manager and the management team who they said were very supportive and approachable. There was a positive open culture where staff could speak with a member of the management team at any time. There was a large well established management team which included five field care assessors/team leaders one for each geographical area covered. This ensured that care workers were well supported whilst in the community and provided the care staff with a link between them and the management team. The philosophy of Platinum Living Care was to enable staff to care for people as they would their own family members. Staff were selected on their understanding of these principles and inducted to ensure they knew how to put them into practice. The registered manager understood that by treating staff well and valuing their contribution this had a positive effect on how they delivered care to people. Staff contributions were praised at team meetings and by the regular presentation of certificates to staff who had made a difference to the lives of the people in their care. Staff were supported by regular communication with their peers and support from their team leaders. The registered manager kept their own learning and development up to date.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

There was a clear management structure in place and managers and staff understand their responsibilities to meet regulatory requirements. Staff meetings were held on a regular basis. Staff had other regular opportunities to engage with managers and senior members of staff, for example, annual appraisals, one to one or group supervisions. Annual surveys were sent to people and staff to obtain their feedback on the service. Although the results were yet to be analysed, in general feedback was positive from both people and staff. Any accidents, incidents or complaints were fully investigated according to the providers policy and reviewed to see if there were any trends or patterns where improvements were needed. It had been found that a number of complaints were around the lateness of care calls. The provider had identified that this was mostly occurring where staff were reliant on public transport to travel to people’s homes. As a result, staff who were drivers were rewarded for picking up staff who were not drivers and taking them to their care calls. This had had a positive impact on call times. The agency had a robust quality monitoring process in place. A range of audits were undertaken regularly, for example, hand hygiene audits, care staff spot checks and medicine audits. The registered manager evaluated all audits and spot check forms enabling them to complete a summary and spot trends and patterns to address any repeated concerns. A comprehensive service user guide was given to every person who received a service, containing important information and contact details for the service. Services providing health and social care to people are required to inform CQC of important events that happen in the service. This is so we can check that appropriate actions have been taken. The registered manager had submitted appropriate notifications to CQC.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.