Privilege Care Limited has made significant improvements since its 2019 inadequate rating and is no longer in Special Measures, achieving Good in safe, effective, caring and responsive. Well-led remains Requires improvement due to absence of a registered manager and inaccuracies in the statement of purpose and complaints policy.
Concerns (4)
moderate
Governance
: “the provider had established effective systems and processes in place to ensure good governance. However, they were not meeting all the conditions of their registration.”
moderateLeadership: “Privilege Care Limited did not have a registered manager. It is a legal requirement and a condition of provider's registration to have a registered manager in post.”
minorRecord keeping: “the nominated individual had submitted an updated SoP but this showed partial amendments had been made and inaccurate information remained.”
minorComplaints handling: “the provider did not provide the full contact details for a local authority and had inaccurately provided CQC's information as an organisation people could go to when complaints were unresolved.”
Strengths
· Caring and compassionate staff with long-standing relationships with people they support
· Risks to people's health and welfare identified with clear management plans for falls, COVID-19, pressure ulcers, malnutrition and dehydration
· Robust recruitment practices including DBS checks, references and completed medical questionnaires
· Improved medicines management with competency assessments and MAR audits in place
· Comprehensive induction and 'Prepare to Care' training programme aligned with the Care Certificate
Quality-Statement breakdown (19)
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Learning lessons when things go wrongGood
safe: Preventing and controlling infectionGood
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: Ensuring consent to care and treatment in line with law and guidanceGood
effective: Staff working with other agencies; supporting people to live healthier lives and eat and drink enoughGood
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 preferences; End of life supportGood
responsive: Meeting people's communication needsGood
responsive: Improving care quality in response to complaints or concernsGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringRequires improvement
well-led: Continuous learning and improving careRequires improvement