Premier Care Blackburn Branch

The recent introduction of a new management structure had resulted in improvements to the safe management of the service and people's care. Staff knew how to report incidents and safeguarding concerns; the manager monitored these and made sure lessons were learned and changes made to practice. The service utilised effective electronic systems so that staff had up to date information about people's care, and the manager could monitor the quality of care provided. The manager and senior staff undertook risk assessments regarding people and staff, and these were reviewed. Staff were recruited safely and the manager planned to recruit more staff to make sure rotas were consistent. The manager provided good induction and training so that staff had the right knowledge and skills to meet people's needs. Staff followed appropriate infection prevention and control policies. The service managed medicines safely, and conducted spot checks to check staff competency, and undertook medicine audits.

Staff assessed people's needs and updated people's risk assessments. The provider had a team of clinical nurses to help support staff to meet people's needs in line with good practice. Staff worked well as a team and liaised with other health professionals to make sure that care was joined up. Staff supported people to live healthier lives, promoted healthy living and helped people attend their appointments. The manager and staff monitored people's health outcomes if required. Staff completed training around the Mental Capacity Act and understood the principles of consent.

Staff worked in a person centred way and policies and procedures reflected this. The manager sought feedback from people at their relatives during reviews of care. People knew how to contact the manager, and raise concerns if required. The service tried to make sure the service was accessible, and that outcomes were the same for all users of the service. Staff had supported people who were at the end of their lives in the past. Some staff felt that they would benefit from more training in this area. The provider was able to arrange this in the future.

The managers were capable and compassionate. The new manager had worked hard to improve morale and led by example. The manager had a strong and positive vision for the service, and this was echoed by staff. There was a freedom to speak up policy and staff confirmed they felt confident about raising any issues. There were appropriate policies regarding equality and diversity. Managers were aware of their legal responsibilities and had a good understanding of risk. There was effective governance procedures which ensured the service was managed safely. The managers worked well with partner agencies and were committed to continuous learning to make improvements.