Prime Support Service Limited

Updated 2 May 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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was undertaken by an adult social care inspector and an assistant inspector.

Service and service type:

Prime Support Service is a domiciliary service providing care and support to people living in their own homes. Areas of support included personal care, medication and meal preparation.

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 was a comprehensive inspection, which took place on the 9 and 10 April 2019. The inspection was announced. We gave the service notice of the inspection visit as we needed to be sure that managers would be available. On the first day of our inspection we contacted people and their relatives by telephone to seek their feedback about the service provided. On the second day we visited the office location to meet with managers and staff as well as review care records and information about the management and conduct of the service.

What we did:

Prior to the inspection the provider sent us a completed Provider Information Return (PIR). This is a form, which is requested on an annual basis and asks the provider to give some key information about the service, what the service does well and what improvements they plan to make. We also reviewed information we held about the service, including notifications the provider had sent us. A notification is information about important events which the provider is required to send us by law.

We also contacted the local authority and Healthwatch Stockport to seek their feedback about the service. No concerns were received.

During our inspection we spoke with five people who used the service, the relatives of three people, the field supervisor, two care workers, the registered manager/director and a second director. We reviewed the care files for three people, medication administration records (MARs), four staff recruitment files and training and development records as well as information about the management and conduct of the service.

Updated 2 May 2019

About the service: Prime Support Service Limited is registered to provide personal care to people living in their own homes across the Stockport area. The agency provides help and support to adults with a variety of needs. Services include; assistance with personal care, preparation of meals, medication administration and community activities.

At the time of our inspection we were told 23 people were using the service, of which only six people received assistance with personal care. CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

People’s experience of using this service:

Breaches in the regulation found at our last inspection had been met. During this inspection we found action had been taken to demonstrate clear management and oversight of the service. Further systems had also been improved with regards to medication, recruitment and financial records and emergency situations.

People told us they continued to receive care and support in a safe way. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. People said staff supported and encouraged them to make decisions about how their needs were to be met. Staff spoken with clearly understood the importance of respecting people's privacy, dignity and independence.

People continued to receive effective care from skilled and competent staff. Staff said the management team were approachable and responsive to requests for advice and support.

Suitable arrangements were in place to respond to any complaints and concerns. People we spoke with felt they were listened to and were confident any issues would be responded to. People, and their family members were actively encouraged to provide feedback on the service and staff worked well as a team in an open and supportive manner. Everyone spoke positively about the service and the quality of the support being provided.

The service was meeting the characteristics of 'Good' in all the key questions. Therefore, our overall rating for the service is 'Good.'

Rating at last inspection: Require Improvement – published 16 May 2018.

Following that inspection, we asked the provider to send us an action plan telling us what action they were to take to make the necessary improvements.

Why we inspected: This inspection was carried out as part of our planned schedule of inspection based on the previous rating.

Follow up: We will continue to monitor the service through the information we receive, and will inspect the service again, if we receive information that indicates risk.

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