Archived: Platinum Care For You Ltd

Updated 8 July 2021

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 two inspectors and an expert by experience. Two inspectors visited the service. The expert by experience contacted people and relatives by telephone to gather feedback on their experiences. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care provider.

Service and service type

This service is a domiciliary care agency which provides personal care to people living in their own homes. The service had a manager registered with the Care Quality Commission. The registered manager 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

Our inspection was announced. We gave the service 48 hours’ notice of our visit because the service was inspected during the coronavirus pandemic and we wanted to be sure we were informed of the service’s coronavirus risk assessment for visiting healthcare professionals.

Inspection activity started on 25 May 2021 and ended on 11 June 2021. We visited the office location on 27 May 2021.

What we did before the inspection

We reviewed information we had received about the service. This included details about incidents the provider must notify us about, such as allegations of abuse. We looked at the feedback we had received from people who used the service, relatives and staff members. We reviewed the information received from the provider in the provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. This information helps support our inspections. We spoke to local authority commissioners to gather their feedback. We used all this information to plan our inspection.

During the inspection

We spoke with five members of staff including the registered manager, a director of the provider company, a care co-ordinator and a senior care worker. We reviewed five people's care records in detail and looked at four people’s medicines records. We looked at a sample of records relating to the management of the service including health and safety checks, accident and incident records, policies and procedures and a sample of completed audits and checks. We looked at two people’s recent reviews and feedback about their care. In addition, we looked at two staff personnel records to assess the provider’s recruitment procedures were safe.

After the inspection

We spoke with six people and seven people's relatives by telephone. We contacted ten staff via email to seek their feedback about the service.

Updated 8 July 2021

About the service:

Platinum Care for You is a domiciliary care agency providing personal care and support to older people and younger adults in their own homes. Some of these people were living with dementia. At the time of our inspection 119 people were receiving personal care.

People's experience of using this service:

Overall people told us they felt safe with staff. The manager and staff knew their responsibilities in relation to keeping people safe from the risk of abuse. Care plans contained risk assessments and risks to people's health and wellbeing were addressed and mitigated. Robust recruitment processes were utilised to prevent unsuitable staff from being employed.

People's needs were assessed prior to receiving a service including their protected characteristics under the Equalities Act 2010. 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. Staff were appropriately trained.

The service had a manager registered with the Care Quality Commission. The service had an effective system in place to assess, monitor and improve the quality and safety of the services provided. Staff told us there was an open culture where they were kept informed about any changes to their role. Staff and people told us the registered manager was approachable. The provider worked in partnership with health and social care professionals to improve their service.

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

Rating at last inspection:

At the previous inspection in November 2018 the service was rated Good in all areas. At this inspection we found the rating remained the same.

Why we inspected:

We received concerns in relation to the management of the service. As a result we undertook a focussed inspection to review the key questions of Safe, Effective and Well Led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

We found no evidence during this inspection that people were at risk of harm from this concern. Please see the Well Led sections of this full report. The overall rating for the service has remained as good.

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.