We carried out a review of the data available to us about Prestige Nursing Norwich on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Prestige Nursing Norwich, you can give feedback on this service.
Prestige Nursing Norwich is a domiciliary care agency that provides personal care and nursing support to adults living in their own home. It is owned and operated by Prestige Nursing Ltd. There were 41 people using the service at the time of this inspection. The service specialises in providing palliative care and complex care funded by NHS Continuing Health Care. The agency also supply staff to other providers, but this is not covered by this inspection.
People’s experience of using this service and what we found
Feedback from people using the service was unanimously positive and all the people we spoke with recommended the service.
The registered manager had recently left. The provider had in place temporary management whilst they recruited a new manager. We found governance and auditing processes were not sufficiently robust to minimise risk and ensure best practice was appropriately promoted and recorded. We have made a recommendation about their recording and auditing processes. The service was organised, and management was found to be open and accessible. The management dealt with any concerns or complaints quickly and appropriately. The views of people and staff were actively sought by managers to develop and improve the service.
People were protected from abuse, neglect and discrimination. Staff ensured people's safety and acted when necessary to prevent any harm. We found risks assessments were mostly thorough. However, we made a recommendation to the provider to review their risk assessment practice to ensure all risk were considered and sufficient details were recorded. People received their medicines according to prescriber’s instructions.
Recruitment practice was thorough and ensured there were sufficient staff of appropriate character to provide consistent support. Staff received comprehensive training and nurse led support ensured they were competent to carry out intensive and complex, health and social care. Staff monitored people’s health and helped them access health care services when they needed them.
People were usually supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. The provider had a specialist nurse to support best practice in caring for people living with dementia.
Staff were described as professional, reliable and caring; they promoted people’s independence and dignity. The provider completed comprehensive person-centred care plans; they completed regular reviews and were responsive to changes in needs. The provider regularly sought feedback from people using the service to ensure the service was meeting people’s preferred outcomes. The provider was skilled and experienced at providing end of life care.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 4 August 2016).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
This announced inspection took place on 08, 09 and 15 June 2016. At the time of the inspection there was a registered manager in place. 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 felt safe and staff knew what actions to take if they thought that anyone had been harmed in any way. There were procedures in place which were being followed by staff to ensure that people received their medication as prescribed. Risk assessments had been completed to identify and reduce risks to people where possible however some required more information.
There were enough staff available to meet people’s needs. Staff received the support and training they needed to carry out their roles effectively.
Staff were kind and compassionate when working with people. They knew people well and were aware of their preferences, their likes and dislikes. People’s privacy and dignity were upheld.
Staff monitored people’s health and welfare needs and acted on issues identified.
People were provided with a choice of food and drink that they enjoyed.
There was a complaints procedure in place and people felt confident to raise any concerns either with the staff or the registered manager.
The registered manager and other staff obtained the views from people that used the service, their relatives and staff about the quality of the service.
We looked at the records for six members of care staff working for the service. We found that Prestige had ensured these six members of staff were suitably experienced and qualified to care for people. The service had also ensured that these members of staff were of suitable character to work with vulnerable people. When describing the care staff that visited their relative one relative told us, "They're first class. The care is always great". Another relative told us, "They're very diligent. They just get on with it."
We found that the service had a system in place to monitor the quality of the service it was providing and to identify any areas for improvement. The service was also undertaking surveys in order to get feedback from people using the service.
We found that the service had an appropriate complaints policy in place, and was investigating complaints in line with that policy. People had been made aware of the complaints system.
We found that the service was keeping securely appropriate records for people using the service and for staff.
We spoke to staff who told us that they were supported by having regular supervision and training. Staff told us that they had spot checks carried out to ensure good delivery of care was being delivered and to support staff.