Premier Care Blackburn Branch

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

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.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us that care plans were reviewed yearly and the relevant people were involved. Any changes in a person’s condition were recorded and the plan was updated as required. A relative said, “A couple of weeks ago [my relative's] care plan was reviewed, this happens once a year as a matter of course.“ People spoke highly of the staff and said staff were kind and caring, and knew them well.

There was a person-centred care policy and the manager made sure care plans were tailored to the individual and contained information that was important to people. Staff said they enjoyed getting to know people, and their likes and dislikes well. Staff were able to spend time reading care plans and talking to people to build their knowledge.

We looked at people's records and saw good continuity of care between staff, the wider team in the office, and other health and social care professionals.

We did not receive any information from people about this quality statement.

The manager provided us with copies of clear information about the service and how to access it, which was sent to all service users and the wider community. There was an accessible information policy and people's communication needs were recorded in their care plans. Staff knew how to communicate effectively with people.

People and relatives told us staff and the managers kept in touch with them, and they knew how to raise concerns. A person said, "They keep in regular contact with me and give me regular updates.” Another person said, "Someone from the office does ring about every month to check we are ok." There had not been any formal complaints in the past 12 months.

There was a complaints process. The manager and senior staff conducted regular reviews by telephone and in person, and sought feedback both positive and negative. The manager collated compliments and planned to share these more regularly with staff.

People could access the service when they needed it. There was an out of hours service and people had a service user guide with detailed and relevant information. People had full access to the electronic app and could see records of their care.

The provider monitored outcomes. The manager conducted audits and there was a business plan in place. The provider aimed to support hard to reach people and recently had a dedicated team for people that lived in more rural areas.

There was an end of life policy in place and appropriate records in people's care plans. The provider had access to further end of life training, and guidance for staff if the service was to support people at the end of their lives.