Background to this inspection
Updated
2 November 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on18 September 2019 and ended on 25 September 2019. We visited the office location on 18 and 20 September 2019.
What we did before the inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with 16 people who used the service and seven relatives by telephone about their experience of the care provided. We also received feedback about the service by email from seven people or their relatives.
We spoke with ten members of staff including the registered manager, two representatives of the provider, a recruitment officer, two care supervisors and four care staff.
We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at eight staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with two professionals who regularly visit the service.
Updated
2 November 2019
About the service
Prestige Nursing – Gloucester is a domiciliary care agency that provides personal care and support to people in their own homes. The service supported 100 people at the time of the inspection.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People's experience of using this service and what we found
At the time of inspection, we found that some improvements were needed of the recording of people’s risk management plans, medicinal creams and systems used to prioritise people who were at high risk in adverse weather conditions. However, we were assured that people’s received care which was safe as staff and managers had a good insight into people’s care needs and risks.
People and relatives felt that the care delivered was responsive to their needs and they were consulted in relation to their care requirements. Everyone we spoke with confirmed that staff were kind, caring and respectful towards them. People were supported to be as independent as they were able to, and staff respected their privacy and dignity.
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. Care plans reflected the care that people required. Staff worked collaboratively with healthcare professionals and families to ensure best outcomes for people.
Staff were trained and supported to carry out their role. Staff knew how to report potential safeguarding concerns and were confident that any concerns would be acted on by the management team.
People received their medicines safely. Effective measures continued to prevent the spread of infection. Systems were in place to support staff to support people requiring end of life care if required.
The registered manager was thought of positively by staff and people. The registered manager and provider monitored the delivery of care through staff observations and feedback from people. People’s views and feedback were valued. The registered manager acted on any complaints and took steps to address people’s concerns. Quality assurance systems were in place to review service provision and drive improvements.
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 7 February 2017).
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.