Platinum Healthcare Services received an overall rating of Requires Improvement at its first CQC inspection, with a breach of Regulation 17 (Good Governance) identified due to absent audits, quality assurance systems, and oversight, alongside failures in safeguarding referrals, risk assessment, and Mental Capacity Act compliance. Caring and responsive domains were rated Good, reflecting strong person-centred practice and positive feedback from people and relatives about staff conduct.
Concerns (8)
criticalGovernance: “A lack of robust governance systems meant there was no oversight, routine quality assurance processes or audits to monitor the safety and quality of care.”
criticalSafeguarding: “A safeguarding concern had not been reported to the local authority or notified to CQC as required.”
moderateCare planning: “Some risks to people's health and safety were not assessed or guidance included in care plans. This included risks relating to catheters and people at risk of skin breakdown.”
moderateRecord keeping: “There were unexplained gaps in some of these charts so it was unclear whether people were offered drinks on that day or the amount consumed.”
moderateConsent / capacity: “Mental Capacity Act assessments were not carried out for people identified as potentially needing them and families were directed to the G.P to request this.”
moderateStaffing levels: “Management spent a lot of time providing care calls which impacted on their ability to manage and oversee the service.”
moderateLeadership: “I don't feel very supported by management as everyone that is higher up are either friends or family so they protect each other and not staff.”
minorIncident learning: “We have learnt about whistleblowing but I feel that when we put concerns across they are not dealt with and the problem is still ongoing.”
Strengths
· People and relatives gave consistently positive feedback about staff being kind, caring and compassionate.
· Staff were recruited safely with references and DBS checks completed before commencement.
· Accessible information formats provided including visual pain charts, large print leaflets and a mobile library with audio books.
· Staff received training in safeguarding, medicines administration, infection control and end of life awareness.
· Grab sheets in care plans provided key emergency information to support hospital admissions.
Quality-Statement breakdown (20)
safe: Systems and processes to safeguard people from the risk of abuseRequires improvement
safe: Assessing risk, safety monitoring and management; learning lessons when things go wrongRequires improvement
safe: Staffing and recruitmentRequires improvement
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Ensuring consent to care and treatment in line with law and guidanceRequires improvement
effective: Supporting people to eat and drink enough to maintain a balanced dietRequires improvement
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsRequires improvement
responsive: End of life care and supportGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Engaging and involving people using the service, the public and staff; continuous learning and improving careRequires improvement
well-led: How the provider understands and acts on the duty of candourRequires improvement
Platinum Healthcare Services improved from Requires Improvement to Good overall following a focused inspection of Safe, Effective and Well-led domains, with Safe and Effective both rated Good. Well-led remained Requires Improvement due to inconsistent governance checks and a failure to notify CQC of a safeguarding concern, though no impact on care quality was found.
Concerns (5)
criticalIncident learning: “A recent safeguarding concern had been referred to the local authority but not us, CQC. In response to our inspection, a retrospective notification was submitted.”
moderateGovernance: “checks were not always carried out at the frequency of the provider's policy which meant oversight and monitoring was yet consistent.”
moderateLeadership: “the registered manager and director continued to cover calls in response to staff sickness. This impacted on the time they had available to manage the service.”
moderateMedication management: “Some people were prescribed medicines on an 'as required' basis for pain relief. There were no protocols to support the administration of these medicines.”
minorConsent / capacity: “We identified some improvements to these records were needed to ensure they included evidence to support decision making.”
Strengths
· Staff received safeguarding training and were confident reporting concerns to the local authority.
· Risks to people's health were assessed with clear guidance for staff to manage those risks.
· Electronic medicine administration records (EMARs) prevented premature administration of medicines.
· Staff induction combined practical and online training and was highly rated by staff.
· The care manager joined the 'Outstanding Academy' and promoted higher-level staff training.
Quality-Statement breakdown (15)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: How the provider understands and acts on the duty of candourRequires improvement
well-led: Engaging and involving people using the service, the public and staff, fully considering their equality characteristicsGood
well-led: Continuous learning and improving care; Working in partnership with othersGood