We carried out a review of the data available to us about Priority Plus Ltd on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Priority Plus Ltd, you can give feedback on this 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
There was a registered manager in place who is also the registered provider. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. At the time of our inspection 37 people received care and support services.
People told us that they were relaxed and felt safe in their home when staff were with them. Staff were able to tell us of the needs of the people they provided care for and their roles and responsibilities in keeping people safe. Staff understood how to protect people from abuse and were clear about the steps they would need to take if they suspected someone was unsafe.
People had their individual risks assessed and had plans in place to manage them. People who had support with their medicines had them administered when needed and by staff who were trained and competent to do so.
Staff had been recruited following appropriate checks and the provider had arrangements in place to make sure that there were sufficient staff to provide support to people in their own homes. Staff said the training they received helped them do their job and gave them the right skills to meet the needs of the people they supported.
People told us they had developed good relationships with staff who they said were caring. Staff treated people with privacy and dignity. Staff respected people’s homes and belongings and people were supported to maintain their independence. People told us they were happy with the way in which care staff supported them to choose and prepare meals.
People were involved in how their care and support was received. Staff understood they could only care for and support people who consented to being cared for. People told us they arranged their own healthcare appointments as required, however staff would help with telephone calls and reminders if needed.
People who used the service were able to raise concerns and the provider had a system to deal with any complaints. People said staff listened to them and they felt confident they could raise any issues should the need arise and that action would be taken.
People and their relatives were very complimentary about the service provided and said the agency was well managed. People and staff felt the management team were accessible and they could speak with them to provide feedback about the service. The management team had kept their knowledge up to date through training and attending provider forums. The provider ensured regular checks were completed to monitor the quality of the care that people received and to action where improvements were needed.