Prestige Nursing - Worthing

Prestige Nursing - Worthing is a domiciliary care service providing personal care and support to people living in their own homes. The office is based in Worthing and the service currently provides care and support to people living across West and East Sussex. At the time of our inspection there were 126 people using the service. People's packages of care varied depending upon the level of their needs. Some people had complex needs and the service was provided to both adults and children.

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

Management systems were not being used consistently to support governance and oversight of the service. This meant that there was a lack of analysis to identify patterns and trends overtime, leading to lost opportunities for driving improvements. There was an over-reliance on verbal communication which meant that some records were not always complete to show how decisions about care and treatment had been made. We made a recommendation that the provider undertakes a review of their management systems.

People and their relatives told us that they continued to be happy with the care and support they received. Their comments included, “I like Prestige, I think it’s well run,” and, “ The service they provide is excellent, very reliable and often with the same carer. I’ve had good information from the start.”

Staff understood their responsibilities for safeguarding people. Risks were identified and managed and risks were reviewed regularly, including following incidents and accidents. People who needed support, received their medicines safely. There were enough suitable staff to provide the care visits that people needed. Staff understood how to protect people with the prevention and control of infection.

People were 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. Staff had received training that was relevant to people’s needs and felt supported in their roles. One staff member said, “The staff are well looked after here and they feel valued.” People told us they had confidence in the skills of the staff. People’s needs had been assessed in a holistic way. Where needed, people were supported with eating and drinking and to access health care services.

Staff knew the people they supported well and had developed positive relationships with them. People told us they felt respected and were treated with kindness. One person told us, “ I have the most brilliant main carer. Some of the other regular carers are also outstanding, they go the extra mile to show they really care.”

People were receiving a personalised service. Some people had complex needs and their care plans were comprehensive and detailed. People told us they felt in control of their care. One person said, “My original assessment arranged what care I would need and I still feel it’s my say how I want my care time to be used.” People knew how to complain and felt confident that concerns would be addressed. People were supported with end of life care.

People spoke highly of the service they received, the staff and the management of the service. One person said, “It’s a well-run and caring service.”

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 01 March 2017).

Why we inspected This was a planned inspection based on the previous rating.

We have found evidence that the provider needs to make improvements. Please see the Well Led section of this full report. We found no evidence during this inspection that people were at risk of harm from this concern.

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.

Prestige Nursing - Worthing is a domiciliary care service providing personal care and support to people living in their own homes. The office is based in the town of Worthing and the service currently provides care and support to people living in East and West Sussex. At the time of our inspection there were 55 people using the service. People's packages of care varied dependent upon their needs.

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.

People received a service that was safe. People were safe from harm because staff were aware of their responsibilities regarding abuse and, knew how to report any concerns. There were enough skilled and experienced staff to safely provide assessed levels of care. Recruitment checks were carried out before staff worked with people to ensure they received care from suitable staff. Risks to people were assessed and action taken to manage these. Where people needed help with medicines they were protected from risks because medicines were safely managed.

Staff received the training, supervision and support required to effectively meet people's needs. The registered manager and staff understood the principles of the Mental Capacity Act (MCA) 2005 and, worked to ensure people's rights were respected. Staff ensured people received assistance from other health and social care professionals when required. Staff supported people to eat and drink where required.

People received care and support from caring staff who knew them well. Staff provided the care and support people needed and treated them with dignity and respect. People and, where appropriate, their families were actively involved in making decisions about their care and support.

People received person centred care and support. The service listened to the views of people using the service and others and made changes as a result.

The registered manager and senior staff provided effective leadership and management. They communicated effectively with people, their relatives, staff and other health and social care professionals. Quality monitoring systems were used to further improve the service provided.