The inspection took place on 06 September 2018. We gave prior notice to ensure staff would be available. Premier Care Liverpool Branch is a small domiciliary care service that provides personal care to people living in their own homes. On the day of the inspection, 10 people were supported by the service and five staff were employed.

This was the first time Premier Care Liverpool Branch had been inspected by the Care Quality Commission.

Not everyone using Premier Care Liverpool Branch receives regulated activity; 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.

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.’ The service did not have a registered manager in post and the person acting as manager was not available. The service was being remotely managed from another of the provider's locations.

Since the service had been remotely managed by an office outside of the area both staff and people using the service commented that communication with the office had become problematic and at times were unable to contact senior staff.

Senior staff from the office that was remotely managing the service carried out quality assurance processes such as spot checks and supervisions, however we questioned the knowledge the senior staff would have had about the people using the service because they primarily worked in the providers other areas.

Recruitment practices were in place which included the completion of pre-employment checks prior to new members of staff working at the service. Staff received regular training and supervision to enable them to work safely and effectively.

People told us they were very happy with the staff and felt that the staff understood their care needs. People confirmed that staff stayed for the length of time allocated and arrived on time. Care plans and risk assessments were in place for the care people required and daily log sheets completed by the staff reflected what support had been identified as needed in care plans.

The care records we looked at contained good information about the support people required and recognised people's needs. All records we saw were complete, up to date and regularly reviewed. We found that people were involved in decisions about their care and support. We also saw that medications were handled appropriately and safely.

Staff had access to disposable gloves and aprons and had received training about health and safety and food hygiene. This meant the infection control standards of the service were of a good standard.

The provider had systems in place to ensure that people were protected from the risk of harm or abuse. We saw there were policies and procedures in place to guide staff in relation to safeguarding adults and whistleblowing. Staff received regular training and supervision to enable them to work safely and effectively. Good practice guidance surrounding reporting safeguarding concerns was also included in staff meetings.