You are here

Prestige Nursing Norwich Good

All reports

Inspection report

Date of Inspection: 22 January 2014
Date of Publication: 22 February 2014
Inspection Report published 22 February 2014 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 22 January 2014, talked with people who use the service and talked with carers and / or family members.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

We looked at the way in which Prestige Nursing Norwich monitored the quality of the service it provided to people. We found that the service had an effective system in place for monitoring the quality of service provision.

We found that the regional manager carried out an audit of the service several times per year. This audit included looking at a sample of care files, staff files, complaints and incidents files. We were shown a copy of the last audit carried out by the regional manager, and the action plan that was completed to address the issues picked up. We saw that this action plan had been completed and that the regional manager was due to repeat the audit in the month after our inspection.

We found that the manager of the service also carried out audits on care files, complaints, incident’s files and staff files. Where issues were picked up, these were discussed with individual staff members where necessary.

In addition, the service kept a spreadsheet of its staff, which kept track of things such as their training and CRB status. We saw that the spreadsheet highlighted when staff needed to be booked onto training, or when they were overdue for training.

We found that the service was carrying out telephone surveys in order to get feedback on the service. We saw records of the responses five people gave during the telephone survey. We were shown evidence that the provider used these responses to monitor the quality of the service. The provider also monitored responses for trends in negative feedback.

We found that the service was investigating complaints in line with the policy. The service was also keeping track of incidents and monitoring them for trends. We saw that where incidents occurred, management plans were put in place to reduce the risk of the incident occurring again.

We were shown the records of spot checks carried out by senior members of staff, on the performance of care staff. We saw that staff were assessed for their competency with tasks such as moving and handling and medications administration.