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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 26 October 2016

This inspection took place on 28 September 2016. The provider was given 48 hours’ notice because the location provides a domiciliary care service in people’s own homes and we needed to be sure that someone would be available to assist with the inspection. It was the first inspection since the service registered with the Care Quality Commission (CQC) in December 2014. The service moved to a new location in June 2015.

Prestige Care and Support provides personal care and support to people in their own homes, within east London. At the time of our inspection, approximately 49 people were using the service.

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 care homes, 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.

Systems were in place to ensure people were protected from the risk of abuse. Staff were aware of the different types of abuse and how to respond. People had their individual risks assessed and staff were aware of the plans to manage the risks.

People received care at home from staff who understood their needs. People received their prescribed medicines safely, which were administered by staff who had received training to do this.

Staff had been recruited following appropriate checks and the provider had sufficient numbers of staff available to provide support to people.

People told us they received support from staff who understood their preferences and encouraged them to remain as independent as possible. People were treated with privacy and dignity. People were listened to by staff and were involved in making decisions about their care and support. People were supported to meet their nutritional needs.

Staff received essential training in a number of topics that were important for them to be able to carry out their roles. Staff told us that they received support and encouragement from the registered manager and were provided opportunities to develop in their roles. Staff were able to raise any concerns and were confident that they would be addressed.

People and their relatives were encouraged to express their views and give feedback about their care. They told us they felt confident they could raise any issues and that action would be taken. Some people were not always happy about not having regular care workers, some care workers arriving late and not having confidence in their care worker’s level of training. We have made recommendations about these.

The registered manager was committed to developing the service and monitoring the quality of care provided to people. The registered manager ensured that regular checks were completed and looked at where improvements could be made.

Inspection areas

Safe

Good

Updated 26 October 2016

The service was safe. People felt safe using the service. Staff understood how to identify potential abuse. Staff knew how to report any concerns to the registered manager or to the local authority.

Staffing levels were sufficient to ensure people received appropriate support to meet their needs.

The provider had effective recruitment procedures to make safe recruitment decisions when employing new staff.

Systems were in place to make sure people received their medicines safely and staff received training.

Effective

Good

Updated 26 October 2016

The service was effective. Staff received training and support to enable them to provide effective care. They received supervision to monitor their performance and development needs.

Staff understood the requirements of the Mental Capacity Act (MCA) 2005. People’s capacity to make decisions was recorded and staff acted in their best interest.

People had access to appropriate health professionals when required to ensure their needs were met.

Staff assisted in the preparation of food and drink to ensure people had their nutritional requirements met.

Caring

Good

Updated 26 October 2016

The service was caring. People were happy with the support they received from staff who were familiar with their care and support needs.

People were able to make choices about how they wanted to be supported. Staff understood the level of support people needed and helped them accordingly.

Staff respected people's privacy and dignity and promoted their independence.

Responsive

Good

Updated 26 October 2016

The service was responsive. People were encouraged to be involved in planning their care. Care plans were personalised and reflected each person’s needs and preferences.

Care plans were reviewed and updated when people’s needs changed.

People knew how to make a complaint and their views were listened to and acted upon. Where concerns were raised, the registered manager took appropriate action to resolve the issues.

Some people were not always happy about care workers timekeeping or changes to their care worker and we have made a recommendation about this.

Well-led

Good

Updated 26 October 2016

The service was well led. People and their relatives spoke positively about the management of the service. The registered manager was committed to delivering effective care for people.

Staff were clear about their roles and responsibilities and had access to policies and procedures to inform and guide them.

There was a system in place to check if people were satisfied with the service provided. The registered manager welcomed their suggestions for improvement and took appropriate action.