Priority Plus Ltd

Updated 5 December 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by two inspectors. The second inspector was shadowing the process as part of their induction.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own home and in a supported living setting, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support. The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection and we could speak with people. We visited the office location on 01 November 2019.

What we did before the inspection

Due to technical problems, the provider was not able to complete a Provider Information Return. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. Prior to the inspection we reviewed information we held about the service since the last inspection. This included information about deaths, accidents/incidents and safeguarding alerts which they are required to send us by law. We used all this information to plan our inspection.

During the inspection

During the inspection we spoke with three people, two relatives, two care staff, a care supervisor, two care coordinators, a care manager and the registered manager who was also the owner and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We reviewed a range of records, this included the records for three people being supported and records relating to the management of the service.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 5 December 2019

About the service

Priority Plus Limited is registered to provide personal care to people within their own homes and in a supported living setting. On the day of the inspection 77 people were being supported within their own homes and two people were within a supported living environment.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People received support that was not always well led. Records did not show clearly how people should be supported. The provider did not ensure appropriate governance was followed as records had a different provider name on care records. Spot checks and audits were carried out, but they were not effective in ensuring competency checks were carried out and identifying other concerns with medicines records. People’s views were gathered by way of them completing questionnaires.

People were kept safe and care staff were trained so they would know how to keep people safe from harm. Care staff were recruited appropriately and received training to support people with their medicines as they were prescribed. The provider had sufficient care staff to support people and risks to people were identified and reviewed. People received support from care staff who followed the provider’s infection control procedures and when an accident or incident took place trends were monitored.

People were supported to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Care staff could access support when needed and had the appropriate skills and knowledge to meet people’s needs. Where people needed to be supported with meals or access health care this was made available.

Information as part of the Equality Act was considered when supporting people, but this was not done consistently. People received support from care staff that were caring and kind. People decided when and what they had to eat and their privacy, dignity and independence were respected.

The support people received was responsive to people’s needs. People were communicated with in ways they could understand. Assessments and support plans were in place. Reviews took place regularly so where people’s support needs changed, care staff would be aware and the provider had a complaints process.

Rating at last inspection

The last rating for this service was Good (Report published 04/05/2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor the service through the information we receive until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk