Premier Care Services Limited

The provider’s systems and processes to support learning from incidents required improvement. However, people, their relatives and staff could raise concerns and managers investigated incidents thoroughly. People were protected and kept safe. The provider’s risk assessments required improvement. However, staff understood and managed risks. Managers made sure staff received training and appropriate support and development. However, staff required further training in some areas and recruitment processes required improvement. Infection prevention and control was good. Medicines management did not always follow guidelines. However, people received their medicines on time and as prescribed without error.

People’s needs assessments required improvement. However, people and their relatives were involved in assessments and reviews of their needs. Care and support did not always follow guidelines and best practice. However, people received effective care and support. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff supported people to live healthier lives and people had good outcomes. Staff made sure people understood their care and treatment to enable them to give informed consent.

People were treated with kindness and compassion and staff responded to their immediate needs. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service supported staff wellbeing.

People’s care plans were not always sufficiently person-centred. However, staff knew people and their preferences well and provided them with the right care and support in the way they wanted. People and their relatives were involved in decisions about their care. The service did not always follow guidelines for how to communicate with people receiving care and support. However, staff knew people well and communicated with them in ways they could understand. People, their relatives and staff knew how to give feedback and were confident the provider took it seriously and acted on it. The service was easy to access. People received fair and equal care and support. People were involved in planning their care and understood options around choosing to withdraw or not receive care. People were supported to make decisions and plan for their future.

The provider, managers and staff had a shared vision and culture based on listening, learning and trust. Managers were visible, experienced and supportive, and helped staff develop in their roles. People, their relatives and staff felt supported to give feedback and were treated equally. The provider’s quality assurance systems and processes required improvement. However, staff understood their roles and responsibilities and there were systems of accountability. The provider worked with other services to deliver the best possible care and support. There was a culture of learning and continuous improvement.

We found breaches of regulation in relation to safe care and treatment, staffing and good governance. We have asked the provider for an action plan in response to the concerns found at this assessment.