Archived: Prestige Nursing - East Lancs

The service were last inspected on the 13 February 2014 when they met all the regulations we inspected.

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 a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Staff were aware of and had been trained in safeguarding procedures to help protect the health and welfare of people who used the service.

Risk assessments for health needs or environmental hazards helped protect the health and welfare of people who used the service but did not restrict their lifestyles.

Plans of care were individual to each person and showed staff had taken account of their wishes. Plans of care were regularly reviewed.

People who used the service had complex needs and staff were trained in how to support each individual. We saw details in the plans of care for how staff should support people to take sufficient food and fluids.

People who used the service had access to a range of activities they enjoyed and were suitable for their age and abilities.

The agency asked for people’s views about how the service was performing and we saw evidence that the manager responded to their views.

There was a suitable complaints procedure for people to voice their concerns. There had not been any major concerns since the last inspection.

Family members said staff knew how to communicate with their relatives and one family member in particular said staff could converse with her relative’s complex non-verbal communication style.

Staff were recruited using current guidelines to help minimise the risk of abuse to people who used the service.

Staff were trained in medicines administration and supported people to take their medicines if it was a part of their care package.

Staff received an induction and were supported when they commenced work to become competent to work with vulnerable people. Staff were well trained and supervised to feel confident within their roles. Staff were encouraged to take further training in health and social care topics.

Management conducted audits to ensure the service was performing well or devised an action plan for any area they found lacking.

The office was suitable for providing a domiciliary care service and was staffed during office hours and there was an on call service for people to contact out of normal working hours.

People who used the service thought managers were accessible and available to talk to and they responded when contacted to discuss care or other arrangements.

The people we spoke with were very satisfied with the service. They said the service was reliable - staff were punctual and did not miss visits. People told us they had a regular group of staff who only changed when necessary. They made the following comments: "I can't praise them enough; they are so professional", "It's brilliant, a really good service" and "Things are running good at the moment; we have two great carers". We found staff also gave safe support with medication.

The members of staff we spoke with said there were good training opportunities and they felt sufficiently trained and competent in their work. They felt Prestige Nursing was a good agency to work for and that the senior staff were supportive.

We saw there was a suitable complaints procedure which people used when necessary. The records we saw of complaints, and the investigations, showed people's concerns were taken seriously.

Two people who used the service told us, "I am very happy with the service. They are excellent. The best local service", and "They come in and do what I cannot. They encourage me to go out. It is a very good service". People we spoke with and who completed surveys were satisfied with the agency.

Family members commented, "I could not have asked for better attention and thoughtful staff. You treated our father with such respect and kept his dignity throughout his illness", "Thank you for the time and care given to my mother. Having staff who were so caring allowed us to look after her at home which is what she wanted" and "Your staff are a credit to the agency. They are all very professional and caring". Family members thought the agency met the needs of their loved ones.

A staff member said, "We get supervision and appraisal. You can contact the managers at any time if you need help. I love working here".