Prestige Nursing East Lancs

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Every person and family member we spoke with told us staff were kind and caring, and we observed compassionate interactions from staff during the assessment. A person said, “They are mostly all nice and kind.” Another person said, “They are very kind and considerate and will go out of their way to help me.” A relative said, “They are kind and respectful and always try to be very compatible with [my relative]. There are no issues with dignity and respect and there is a mutual understanding of allowing personal space and privacy.” Staff talked to us about the importance of respecting people’s privacy.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff had good knowledge about people due to the quality-of-care planning and consistent staff teams. This meant staff could provide care in line with people’s established routines and preferences. Care plans took a strengths-based approach; staff considered what people could do well and built goals around this. Staff were aware of cultural needs, and daily records reflected that staff supported people to practice their faith. People gave positive feedback about how they were supported, 1 person said, “Prestige nursing and care is amazing and I’m living my life to the full; my team are amazing.” A relative told us, “Staff all try to interact and communicate with [relative] and genuinely want him to have the best quality of life possible.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff said they always encouraged people to do things for themselves. People agreed, and 1 person said, “Staff always ask before they do anything and I make the choices. I choose what food I want, and they prepare it for me.” A relative told us, “The carers are guided by my [relative] who chooses what she wants and when. She remains very independent and able to make her own decisions. She decides when to get up, go to bed, what to wear, what to eat and if and when she wants to go out.” Another relative said, “If my [relative] declines something like getting out of bed, they try to encourage him but will respect that it is his choice.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People said staff understood them, and their likes and dislikes very well, and felt listened to. Staff could recognise when people were feeling anxious or upset and took steps to support people effectively during these periods.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider had several initiatives to support staff wellbeing, and to show appreciation for good practice. Gifts were given to staff and their families, for example a day trip to the zoo and an extra day of annual leave. Gifts were also provided to staff and their families to celebrate important dates such as Christmas and Eid. Staff were given recognition in the way of certificates provided during team meetings and get togethers.

There was an employee assist programme, and the registered manager could signpost staff for support with their mental health and wellbeing.

The provider had a lone worker policy, and staff that worked at nighttime were given panic alarms. Leaders checked that staff safely left visits on time during the night.

Staff received regular 1 to 1 supervision sessions with a manager, and annual appraisals. Staff felt at ease approaching the registered manager and all staff said they felt supported both for work related and personal issues.