Prestige Nursing- Ashby De La Zouch

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people their families and other agencies, how to respond to any relevant changes in people’s needs. Staff focussed on people’s individual needs and ensured care was specific to them. Staff confirmed they were given time to get to know people and what was important to them. They worked closely with families which helped to ensure a personalised approach and effective communication. Records reflected this and were extremely detailed in terms of how staff were to support people with specific tasks. People’s care plans included outcomes and aspirations they had identified from their care, including developing communication and independence and enabling people to live the life they have chosen to live.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. This meant they worked proactively and flexibly with external partners (such as specialist nursing teams). The provider ensured they had the information they needed to support people. Care plans were bespoke and made it clear what staff needed to do where people had specific health conditions. People received consistent care from dependable staff, who received the right training to deliver person centred care. Staff were confident to advocate for people when needed, and to support them pursue their own interests independently where they could.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider matched staff well to people they supported. Staff spoke with people in a way they understood, using verbal and non-verbal communication. The provider acted in line with the Accessible Information Standard to ensure people’s information was accessible to them when the needed it. People’s care plans detailed how they preferred to communicate and how they liked to receive and process information. This supported people to be involved in decisions, choices and conversations.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People and relatives were confident they could raise any issues, whether they were positive suggestions or concerns. Comments included, “I have never had to complain but know what to do if I needed to;” “I did have something I wasn’t happy with a year ago, but it was dealt with very well” and “Staff listen to me very well indeed. I’ve been so happy; I’ve never had to complain.” People and relatives were at the centre of their care and were fully involved in reviews and discussions about their care. They told us they felt listened to and consulted. A person told us, “Staff talked to me about my care. Anything I want added or taken out. It’s reviewed about once a month; they talk to you and listen to you.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. There were clear records to demonstrate people’s health care needs had been fully assessed by the provider and processes to review people’s health were in place. The registered manager told us people had access to a clinical lead nurse to support their health and well-being and relatives confirmed this was the case. A relative told us, “[Clinical lead nurse] comes regularly to review and make changes and supports on appointments to make sure everything is right.” This approach helped to ensure people were able to access the services they needed and their needs were effectively monitored.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People were supported to access community resources and services. Staff worked with families and provided advocacy for people to ensure their voices were heard in all aspects of their care, treatment and support. For example, staff had supported a person recover and achieve a better quality of life. This in turn had led to them rebuilding relationships with their family members. Relatives described positive outcomes from people’s care including reduced need for unplanned medical intervention and improved wellbeing from positive interactions.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. The provider offered support for people to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Staff supported young people and their families as they planned transitions from child to adult services. The registered manager told us if people’s needs changed and decisions were required regarding their future needs, they would support people and their families to work through this.