Prestige Homecare Services

Prestige Homecare Services is a domiciliary care agency providing personal care and support to people in their own homes in the London Boroughs of Ealing and Harrow. At the time of the inspection the agency was supporting 44 people. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

The service met people's care and support needs. People and their relatives spoke positively of their care service and how it was managed. The provider developed and reviewed care and risk management plans with people and their relatives. Staff supported people to receive their medicines as prescribed and medicines were managed safely.

People were usually visited by the same staff who they were familiar with and who knew their needs and how they liked to be supported. The provider's recruitment processes helped to make sure they only employed suitable staff.

Staff received regular training, supervision and competency checks so they could support people appropriately. They felt supported in their roles by the registered manager and office staff.

The provider had systems in place to monitor the quality of the service and make improvements when required. They asked people and staff to give feedback about the service. People and their relatives knew how to raise any issues and found staff approachable and responsive. The service worked in partnership with other services to provide people with joined up 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 overall (published 19 April 2022), although we found improvements were required in ensuring people were supported safely. At this inspection we found improvements had been made.

Why we inspected

We carried out an unannounced focused inspection on 18 March 2022 and found improvements were required. This inspection was prompted by a review of the information we held about this service and we undertook this focused inspection to confirm improvements had been made. This report only covers our findings in relation to the key questions Safe and Well-led. For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has remained good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Prestige Homecare Services on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Prestige Homecare Services is a domiciliary care agency providing personal care and support to people in their own homes. At the time of the inspection the agency was supporting 52 people.

Not everyone who used the service received personal care. In this service, the Care Quality Commission can only inspect the service received by people who get support with personal care. This includes help with tasks related to personal hygiene and eating. Where people receive such support, we also consider any wider social care provided.

People’s experience of using this service and what we found

People and relatives thought the service was good and said they would recommend it to others. People told us they felt safe. Staff supported people with their medicines safely.

There were arrangements in place for preventing and controlling infection, but these were not applied consistently. The provider had not followed national guidance on staff COVID-19 testing. The registered manager addressed this promptly after the inspection.

There were enough staff to meet people's needs safely. People were visited by the same care workers who they were familiar with and who knew their care needs. There were recruitment processes in place to help make sure only suitable staff were employed.

There were systems in place to monitor the quality of the service and recognise when improvements were required. People and staff were asked to give feedback about the service. Staff liked working for the agency and felt supported by the office staff and registered manager. The service worked in partnership with other professionals to meet people’s needs and help them to access healthcare services.

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 9 October 2018).

Why we inspected

We received concerns in relation to supporting people to stay safe from harm. As a result, we undertook a focused inspection to review the key questions of Safe and Well-led only. For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

We found no evidence during this inspection that people were at risk of harm from this concern. Please see the Safe and Well-led sections of this full report. The overall rating for the service has remained good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Prestige Homecare Services on our website at www.cqc.org.uk

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.

Prestige Care Services Ltd is a domiciliary care agency that provides personal care and support to people living in their own houses and flats in the community. The service registered with the Care Quality Commission (CQC) in August 2017 and the registered manager told us they had started to provide care and support to people in March 2018. It provides a service to older people and people with a learning disability. When we inspected, the service was supporting 17 people. Not everyone using the service receives a 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.

The service had a registered manager. 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 provider had systems in place to protect people from abuse. Care workers had completed training in safeguarding people and the registered manager was aware of their responsibility to report any concerns.

The provider assessed risks to people using the service and acted to mitigate any risks they identified.

The provider carried out checks on new care workers to make sure they were suitable to work with people using the service.

People received the support they needed to make sure they received their medicines safely and as prescribed. People’s care records also included information about their healthcare needs and how these were met.

Care workers had access to personal protective equipment to help prevent and control the spread of infection.

The provider acted when things went wrong and changed the way they worked to make sure they did not repeat mistakes.

The provider followed current legislation and standards to make sure they achieved effective outcomes for people using the service.

Care workers had the training they needed to care for and support people safely and effectively.

Where people needed support with eating and drinking, the provider included this in their care plan and risk assessment. Daily care logs completed by care workers showed that people received the support they needed to eat well and stay hydrated.

The registered manager understood their responsibility to act within the requirements of the Mental Capacity Act 2005 and provide care and support in people’s best interests.

People using the service received support from care workers who cared about them and liked and respected them. People also told us their care workers respected their privacy and dignity.

People and their relatives told us their care workers listened to them and said they felt involved in making decisions about their day to day care.

People using the service and their relatives told us their care workers understood the person’s care needs and made sure they met these on each visit.

The provider had a complaints policy and procedures and we saw they had produced this in languages other than English, including Polish, Hindi, Urdu and Punjabi.

People using the service and their families told us they felt it was well-led. Care workers also told us they felt supported by their managers and said they felt the service was well-led.

The provider registered a qualified and experienced manager who has been in post since the service was registered in August 2017.

The provider had systems in place to monitor quality in the service and make improvements.