This inspection took place on 24 and 25 October 2016. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure the registered manager would be available for the inspection. It also allowed us to arrange to visit people receiving a service in their own homes.

Premier Care Dorset provides personal care to people living in Ferndown, Wimborne and surrounding areas. At the time of this inspection they were providing personal care for 105 people, and a respite sitting service for 69 people. They also provided a domestic service to people living in their own homes.

The last inspection of the service was carried out in September 2013. No concerns were identified with the care being provided to people at that inspection.

There is a registered manager in post. 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.

People were protected from abuse because the provider had systems in place to ensure checks of new staffs characters and suitability to work with vulnerable adults were carried out. Staff had also received training in protecting vulnerable people from abuse. People said they felt safe when being cared for; we observed people were happy and relaxed with care workers during our home visits.

The service had a complaints policy and procedure that was included in people’s care plans in large print. People said they were aware of the procedure and had numbers they could ring. People and staff spoken with said they felt confident they could raise concerns with the registered manager and senior staff. Records showed the service responded to concerns and complaints and learnt from the issues raised.

People who received personal care and support from Premier Care Dorset told us they were happy with the service provided. They said the registered manager and staff were open and approachable, cared about their personal preferences and kept them involved in decision making around their care. One relative said, “I am always informed of anything which might crop up out of the ordinary, or if [the person] needs to be seen by a medical person. They are right on it and get in touch with the doctor if needed. This means a lot to me since I am not there all the time.”

People were supported by sufficient numbers of staff who had a clear knowledge and understanding of their personal needs, likes and dislikes. We observed staff took time to talk with people during our home visits. However people had mixed opinions about the consistency of the staff team visiting them. Most people said they had a regular team of staff who they knew and had built relationships with, whilst others said they had met a number of different staff members; however they were happy with this as they said they liked different people to talk to. The registered manager confirmed a successful staff recruitment programme meant they were now able to provide people with a more consistent team of staff.

People’s care needs were recorded and reviewed regularly, with, senior care workers and the person receiving the care or a relevant representative. All care plans included written consent to the care provided. Care workers had comprehensive information and guidance in care plans to enable them to deliver consistent care the way people preferred. One person’s care plan clearly showed how they liked their care provided and the exact routine they liked to follow.

Staff monitored people’s health with their consent and could refer and direct to healthcare professionals as appropriate. Support was provided for people to attend hospital and doctor appointments.

There were systems in place to monitor the care provided and people’s views a

We spoke by telephone with two people who received care. We spoke with five staff which included the registered manager, director, assistant care manager, team leader and a care worker.

The two people who received care told us staff were very polite, patient and accommodating and maintained privacy and dignity. They told us that they felt safe and at ease with the care workers and their home was respected.

We were told they had a care plan and were involved in planning their care with the staff and had been provided with information leaflets on the service. One person told us “I am very happy, nothing is too much trouble.”

We found that people were cared for by sufficient numbers of staff that were appropriately trained; supervised and regular “spot checks” were in place on the quality of care provided by staff.

Systems were in place to obtain feedback on the service, to monitor the quality of service and to respond where improvements were needed.

We spoke, by telephone, with three people who received care and with six relatives.

The people and relatives told us that they were very pleased with the service provided. Several told us that the service and the care were excellent. They told us that staff were polite and courteous and maintained privacy and dignity. They felt that their views, suggestions and requests were listened to and taken into account.

People and relatives told us that staff were very patient and accommodating; they always asked if there was anything else they could do before they left. They said that staff knew how to cheer people up and they were very friendly.

People told us they had a care plan and were involved in planning their care in partnership with staff. They told that the care provided was very good. People felt that they were understood and treated as individuals. They found staff very supportive over any issues relating to their health and well being or practical issues.

Relatives told us they felt involved in the care and were able to contribute to reviews in care planning. They were informed if there were any concerns about the person’s health and wellbeing. They told us that they were impressed with the level of care and concern shown by staff. One described the service as “absolutely first class”.

People and relatives told us that they felt absolutely safe with the staff providing care for them and that they knew how to raise any concerns. They told us that any concerns or queries were dealt with promptly, particularly any concerns about the quality of care workers.

People and relatives thought that staff had been given good training although some care workers took a bit longer to learn than others. They told us that when a new member of staff started they always shadowed experienced staff before working alone. People told us that they liked to have experienced staff, or a core group of care workers, and that this happened most of the time.

People and relatives told us they were aware of spot check visits to check on the quality of care provided by staff. They had opportunities to give suggestions and feedback and told us they had completed an anonymous feedback questionnaire.

People and their representatives told us staff provided the care and support that they needed. One person told us, “Staff are absolutely brilliant. They are always on time. It is not only the care but they are friendly.”

People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines. One person told us, “They prompt me every time it's due (their medicine).”

People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard. One member of staff told us, “I saw from the rota that there was a new piece of equipment that I had no experience of. I phoned out of hours and the senior carer met me on the Monday morning with the client and I was shown how to use it.”

The provider had an effective system to regularly assess and monitor the quality of service that people received. One person told us, “The team leaders came to check if things were ok. They asked me, are you happy with the carers? Do you think you get the best service? I am happy with everything.”