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Prestige Nursing Norwich Good

Inspection Summary


Overall summary & rating

Good

Updated 23 July 2019

About the 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.

Inspection areas

Safe

Good

Updated 23 July 2019

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 23 July 2019

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 23 July 2019

The service was caring.

Details are in our caring findings below.

Responsive

Good

Updated 23 July 2019

The service was responsive.

Details are in our responsive findings below.

Well-led

Requires improvement

Updated 23 July 2019

The service was not always well-led.

Details are in our well-Led findings below.