Premium Homecare Ltd

Updated 28 February 2025

Date of assessment: 10 – 13 March 2025. Premium Homecare is a care at home service providing support to people living with a range of needs, including those living with dementia. At the time of our assessment 65 people were receiving support with their personal care.

We undertook this assessment to follow up on enforcement action taken at our previous assessment. Included in this assessment were 5 quality statements within the safe and well-led key questions. The scores for these areas have been combined with scores based on the key question ratings from the last assessment.

Improvements had been made, and the provider was no longer in breach of regulations. New risk assessments had been introduced. These clearly identified risks to people’s safety and gave clear instruction to staff about how to support people and mitigate risks. Clear records were now maintained around medicines management to ensure people received their medicines as prescribed.

Staff were well supported and received regular training, supervision and support. Improvements had been made to call scheduling and people, on the whole, received support on time and staff stayed the required length of time. Scheduling of travel time had been improved to enable staff to do this. However, some people told us there were still some concerns with punctuality.

Governance systems had been improved to enable the management team to have clear oversight of service delivery and check on the quality of care provision. This included a regular programme of spot checks, welfare visits, telephone monitoring quality assurance calls and care reviews. The system to review spot checks and staff supervision sessions was not always kept up to date. The care manager told us this was due to staff sickness and was updated in response to our assessment. Clear action plans were now in place and there was a commitment to continuous improvement.

Updated 28 February 2025

Generally, people were satisfied with the care and support they received. People and relatives told us, “I am always treated with respect and the care workers are all so kind,” “As long as my mum is well looked after, which she is, I am happy,” and “My mum is cared for very well, so I am very happy with her care.” People received support to mitigate risks to their safety, particularly in regards to moving and handling, falls prevention and pressure ulcer prevention. People received support from a consistent team of care workers. However, they found that some care calls were not on time and staff did not always stay the required length of time. They felt this was related to difficulties with relying on public transport. People and relatives said, “Sometimes [person] seems to be rushed as the care workers need to get to the next person. Don’t get me wrong they do all they need but they don’t always stay as long as they should,” and “The call times can be a bit off, but I usually get a call to say the care worker is going to be late, this does happen quite often.” People felt staff had the required training to do their job and they received safe support with medicines management.