Archived: Premier Carewaiting Limited

Updated 24 August 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 11 and 20 July 2017. The provider was given 48 hours’ notice because the location provides a domiciliary care service in people’s own homes and we needed to be sure that someone would be available to assist with the inspection. The inspection was carried out by two inspectors and an expert by experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Before our inspection we received feedback from a local authority quality monitoring officer and a commissioning officer. We also reviewed the information we held about the service. This included notifications of incidents that the provider had sent us since the last inspection.

During the inspection we spoke with the registered manager, office manager and the provider’s business advisor. We looked at five people’s care records and other records relating to the management of the service. This included six sets of recruitment records, complaints and quality monitoring.

After the inspection we spoke by telephone with 35 people who either used the service or were relatives of people who used the service. We also spoke by telephone with 30 members of staff. This included 25 care staff, two team leaders and three assistant care managers.

Updated 24 August 2017

This inspection took place on 11 and 20 July 2017. The provider was given 48 hours’ notice because the location provides a domiciliary care service in people’s own homes and we needed to be sure that someone would be available to assist with the inspection.

Premier Carewaiting is registered to provide personal care to people in their own homes. At the time of the inspection they were providing a service to approximately 150 people.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run. The registered manager is also the registered provider.

At our last inspection on 26 February and 23 March 2016 we found one breach of regulations. The provider had not notified the Care Quality Commission (CQC) of incidents which had occurred within the service as required by the CQC. Action had been taken and since that inspection the necessary notifications had been made.

Systems were in place to ensure that people received their prescribed medicines and medicines were administered by staff who were trained to do this. We have recommended that medicines records be changed in line with National Institute of Clinical excellence guidance to help to ensure safe practice and lessen the risk of error.

People were protected by the provider’s recruitment process which ensured that staff were suitable to work with people who need support. However, gaps in people’s employment history needed to be explored to make this process more robust.

People who used the service and their relatives were very happy with the quality of care provided by their regular carers but some people had experienced difficulties when these carers were not available.

The service began to support people who had been using another agency that closed. This meant that a number of new people and staff transferred to Premier Carewaiting all at the same time. This resulted in problems and difficulties for some people. This was being addressed by the provider and people were clear that the service was improving.

Staff supported people to make choices about their care. Systems were in place to ensure that their human rights were protected and that they received care and support in line with the Mental Capacity Act 2005.

Staff received the support and training they needed to give them the necessary skills and knowledge to meet people’s assessed needs, preferences and choices and to provide an effective service.

People were encouraged to maintain their skills and to be as independent as possible.

Systems were in place to support people with their nutritional needs.

The registered manager and management team monitored the quality of the service provided and sought feedback from people about the service.

Staff told us that they received good support from the management team. They were confident that any concerns raised would be addressed. People who used the service and their relatives knew how to complain and said that complaints had been taken seriously and addressed.

People were supported by caring staff who treated them with respect and kindness.

Care staff liaised with relevant health and social care practitioners and with relatives to support people with their healthcare needs.