Background to this inspection
Updated
10 September 2019
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 completed by one inspector.
Service and service type
This service is a domiciliary care agency. They provide personal care to people living in their own homes.
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 30 July 2019 and ended on 23 August 2019. We visited the office location on 30 and 31 July 2019. We made phone calls to people who used the service and their relatives on 21 and 23 August 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. 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 the care records of eight people, the recruitment records of 3 staff and reviewed training, supervision and management records. We interviewed ten service users by telephone; visited three people in their own homes and interviewed four staff. We spoke with the registered manager and the owner and some of the office staff.
Updated
10 September 2019
About the service
Premier care is a care agency, providing personal care and support to people living in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. At the time of this inspection the agency were providing personal care to approximately 181 people in Warrington and St Helens.
People’s experience of using this service and what we found
People told us they felt safe when being supported by the staff. People told us staff had enough time to support them and were usually on time. Staff were aware of what might be a safeguarding concern and how they would raise this. Risk assessments ensured people were supported to manage the risks in their daily lives. Staff followed good practice in relation to the safe management of medicines.
The provider completed assessments of people's needs and staff said they had enough information to support people effectively. People told us staff usually knew how to support them, but it could take time with newer staff. The provider ensured new staff had induction training which included shadowing more experienced staff. Staff said they had received adequate training and supervision.
People told us staff were caring, kind and polite. People who needed support with showering or bathing told us staff were respectful and put them at ease. People said they felt able to express their views and had been involved in making decisions about their care.
The service completed regular reviews of people's care needs and preferences and amended their care plans to reflect any changes. People told us they had been involved in reviews of their care. People were aware of the provider’s complaints policy and said they felt able to raise their concerns.
Staff said they felt the service was managed well and management were on top of everything. Staff said the management team provided positive feedback. Staff told us they felt proud to be working for the service. People told us they were able to raise anything with the management team. We had mixed responses from some people we spoke with who felt the management could be more understanding. Most people were aware there had been a significant change in the size of the agency and had felt this had affected how well organised the agency had been; but said things had improved in recent months. Effective monitoring of visits and care quality ensured the service maintained the standard of care expected.
Rating at last inspection (and update)
At the last inspection this service was rated as Requires Improvement with two breaches of the regulations in relation to; safe care and treatment and good governance. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.
Why we inspected
This was a planned inspection based on the previous rating.
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.