Prestige Nursing - Leicester

Updated 20 December 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This comprehensive inspection took place on 6 November 2018 and was announced.

The inspection team consisted of one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Prior to this inspection, the registered provider completed a Provider Information Return (PIR). This is a form that asks the registered provider to give some key information about the service, what the service does well and improvements they plan to make. We looked at notifications sent in to us by the manager, which gave us information about how incidents and accidents were managed. We also contacted the local authority safeguarding team about their views of the service and they did not have any concerns.

Before our visit, our expert by experience undertook telephone calls to 12 people who used the service and five relatives. On 6 November 2018 we spoke with the registered manager, a business manager and one care worker. We looked at the care records for three people who used the service. We also looked at other records relating to the management and running of the service. These included two staff recruitment files, training records and a range of records relating to the running of the service including audits carried out by the manager.

Updated 20 December 2018

We inspected the service on 6 November 2018. We gave the service 48 hours’ notice of the inspection visit because it is a domiciliary care service and the manager is often out of the office supporting people or staff.

Prestige Nursing Leicester is a domiciliary care service providing care and support to people living in their own homes. The office is based in Ashby de la Zouch Leicestershire. The service provides support to people living in Leicestershire and surrounding towns and villages. They support people with a variety of care needs including physical disabilities, learning disabilities, palliative care and general care. At the time of our inspection there were 77 people using the service.

At our last inspection on 28 January 2016 we rated the service good. At this inspection we found the evidence continued to support the rating of good but there had been a deterioration in ‘safe’ which was rated as ‘requires improvement’. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service had deteriorated to requires improvement for ‘safe’ because people told us their care calls were often late. The registered manager had already identified and begun to resolve this issue. People were protected from avoidable harm, discrimination and abuse. Risks associated with people’s needs including the environment, had been assessed and planned for and these were monitored for any changes. People did not have any undue restrictions placed upon them. There were sufficient staff to meet people’s needs and safe staff recruitment procedures were in place and used. People received their prescribed medicines safely and these were managed in line with best practice guidance. Lessons were learned when things went wrong and learning was used to continually improve.

People continued to receive an effective service. Staff received the training and support they required including specialist training to meet people’s individual needs. People were supported with their nutritional needs. Staff were able to identify when people were unwell and took appropriate action. The staff worked well with external health care professionals, people were supported with their needs and accessed health services when required. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

People continued to receive care from staff who were kind, compassionate and treated them with dignity and respected their privacy. Staff had developed positive relationships with the people they supported, they understood people’s needs, preferences, and what was important to them. Staff knew how to comfort people when they were distressed and made sure that emotional support was provided. People’s independence was promoted.

People continued to receive a responsive service. People’s needs were assessed and planned for with the involvement of the person and or their relative where required. Staff knew and understood people’s needs well. People received opportunities to follow their interests and hobbies. There was a complaints procedure and action had been taken to resolve the complaint and to learn and improve where this was possible.

The service continued to be well led. People and staff felt supported by their managers. There were effective systems in place to monitor the quality of the service. There was an open and transparent and person-centred culture and good leadership. People were asked to share their feedback about the service and action was taken in response.

Further information is in the detailed findings below