Premier Care (Midlands) Limited - Coventry

We completed a comprehensive assessment across the five key questions: Safe, Effective, Caring, Responsive and Well-led. We spoke with people using the service, their relatives, staff and the registered manager. We also sought feedback from health and social care professionals and reviewed care plans, medication records, recruitment files, call monitoring data and quality assurance records.

People received good-quality, person-centred care that was safe and responsive to their changing needs. Care plans and risk assessments were detailed, regularly reviewed and reflected people's individual preferences and routines. Staff understood how to support people safely while promoting independence, dignity and choice.

There were enough suitably recruited and trained staff to meet people's needs. Staff received induction, training, supervision and competency assessments to support safe and effective care. They spoke positively about management support and described an open culture where they felt valued and able to raise concerns.

The provider had effective systems to monitor quality and safety, including audits, spot checks, care reviews and feedback from people and relatives. Learning from incidents, complaints and quality assurance activities was shared with staff to support continuous improvement. The provider worked well with health and social care professionals to promote continuity of care and positive outcomes.

Improvements had been made within the responsive key question since the previous assessment which was undertaken 8 November 2017, resulting in an improved rating from requires improvement to good. People benefited from consistent staffing, flexible care arrangements and regular opportunities to provide feedback.

We identified that statutory notifications relating to some incidents and safeguarding concerns had not always been submitted to The Care Quality Commission (CQC). The provider responded promptly to our feedback, put additional oversight measures in place and demonstrated a commitment to learning and improvement. This had not significantly affected people's experience of care, and governance arrangements remained effective overall.

Following this assessment, the service maintained ratings of good for safe, effective, caring and well-led, and improved from requires Improvement to good for responsive, resulting in an overall rating of good.