# Premier Care Services

*Operated by Premier Care Services (EG) Limited.*

Premier Care Services is a CQC-regulated home-care agency in East Grinstead.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 31/07/2019

## Practical info

- Postcode: RH19 2LQ
- Registered manager: Young, Christine
- Local authority: Surrey
- Region: South East
- City: East Grinstead
- Last CQC check: 31/Jul/2019 - 00:00

## Inspection findings

### caring

- Finding
  - Staff knew people very well and maintained meaningful relationships, including with those with communication difficulties.
  - Published: 2021-10-30
- Finding
  - People involved in decisions about their care; staff respected individual preferences and promoted independence.
  - Published: 2021-10-30
- Finding
  - Staff went above and beyond, treating people with exceptional kindness, compassion and dignity.
  - Published: 2021-10-30

### effective

- Finding
  - People supported with healthcare needs, nutrition and hydration; liaison with health professionals.
  - Published: 2021-10-30
- Finding
  - Good understanding and application of Mental Capacity Act 2005 principles.
  - Published: 2021-10-30
- Finding
  - Staff competencies assessed regularly via spot checks; supervision and one-to-ones in place.
  - Published: 2021-10-30
- Finding
  - Staff received thorough induction and training specific to people's needs including dysphagia and Parkinson's.
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Proactive safety measures including arranging free fire brigade home visits for smoke and carbon monoxide detectors.
  - Published: 2021-10-30
- Finding
  - Evidence: Thorough recruitment checks including DBS and references before staff commenced work.
  - Published: 2021-10-30
- Finding
  - Evidence: Complaints handled promptly and used as opportunities to improve; two complaints since last inspection resolved satisfactorily.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff felt valued and supported, with management treating them as individuals rather than payroll numbers.
  - Published: 2021-10-30
- Finding
  - Evidence: Service worked in partnership with external organisations including Parkinson's awareness groups, Dementia Friends, and cancer research community events.
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received specialist training including dysphagia and Parkinson's, with competency spot-checks at people's homes.
  - Published: 2021-10-30
- Finding
  - Evidence: Robust quality assurance systems including care note audits, care plan audits and medicine audits with responsive follow-up.
  - Published: 2021-10-30
- Finding
  - Evidence: Registered manager took a personal interest in every person, conducting weekly calls or visits to check satisfaction.
  - Published: 2021-10-30
- Finding
  - Evidence: Strong person-centred culture with people and relatives fully involved in care planning and decision-making.
  - Published: 2021-10-30
- Finding
  - Evidence: Exceptionally caring staff who went above and beyond, treating people like family and spending social time with them beyond task completion.
  - Published: 2021-10-30
- Finding
  - Evidence: Electronic staffing system ensuring travel time, full care hours and rota management
  - Published: 2019-07-31
- Finding
  - Evidence: Accessible Information Standard understood and applied to meet people's communication needs
  - Published: 2019-07-31
- Finding
  - Evidence: End of life care provided by trained staff with DNACPR wishes recorded and known to staff
  - Published: 2019-07-31

### responsive

- Finding
  - Complaints procedure accessible; two complaints since last inspection investigated and resolved satisfactorily.
  - Published: 2021-10-30
- Finding
  - Needs assessed before and on a continuous basis; care plans personalised and regularly reviewed.
  - Published: 2021-10-30

### safe

- Finding
  - Risk assessments completed and understood by staff; medicines managed safely.
  - Published: 2021-10-30
- Finding
  - Thorough recruitment checks including DBS carried out before staff commenced work.
  - Published: 2021-10-30
- Finding
  - Sufficient staffing levels maintained; people informed if carers running late.
  - Published: 2021-10-30
- Finding
  - People felt safe with staff; safeguarding training in place and whistleblowing policy actively promoted.
  - Published: 2021-10-30

### well_led

- Finding
  - Staff felt valued, supported and empowered; formal supervision and disciplinary procedures in place.
  - Published: 2021-10-30
- Finding
  - Service worked in partnership with external organisations to drive improvement and follow best practice.
  - Published: 2021-10-30
- Finding
  - Robust quality assurance systems with audits, questionnaires, and responsive action on feedback.
  - Published: 2021-10-30
- Finding
  - Positive, open and inclusive culture; registered manager led by example and was approachable to staff and people.
  - Published: 2021-10-30

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-121815841

HomeCare Compass is an independent guide and is not affiliated with the CQC.