Prestige Nursing Sleaford

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

Feedback we received from people and their relatives about care staff was consistently positive. Relatives told us “The carers are fantastic” and “I totally trust them with my loved one.” One person told us, “I have a good relationship with the carers, they understand me, and how I like things done. I regard them as professional friends. They make me feel wanted and they are very respectful around my home.”

The service provided sufficient time for staff to develop trusting relationships with people, their families, friends and other carers. People and their relatives consistently told us they did not feel rushed, and care staff were really caring and compassionate.

Care staff and leaders spoke fondly about the people they supported and expressed genuine care for their wellbeing. At Christmas, care staff worked with people to find out what they would like as a gift. The Registered Manager then arranged for these gifts to be purchased, wrapped and delivered by themselves or members of the team.

The provider received frequent cards and letters of praise and thanks from people and their relatives. This demonstrated staff consistently treated people with kindness, compassion and dignity.

There was a culture of kindness and respect for colleagues from other organisations. The registered manager, care planner, operations manager and all staff were consistently friendly, welcoming and respectful towards the CQC inspector.

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 protected characteristics. Staff understood people well and were able to demonstrate how they adapted their approach to people's needs. For example, staff described how they would provide extra time and reminders to people living with dementia. People told us they felt staff understood their personal and cultural needs.

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

Staff worked in partnership with people to prompt choice and control. One person told us, “Great people [staff]. They understand me and my needs, we discuss things together.” One relative told us, “The carers are kind, they listen and are approachable. They look out for my loved one, they allow them to choose what they want to eat and do.” Another relative told us, “The carers know my loved one well, they allow them to be as independent as they can be. They [staff] support them [person] to choose their own clothes. They [staff] do anything that is asked and my loved one really likes them. They [staff] talk and make them [person] feel very comfortable.”

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. Staff were responsive to people's immediate needs. They understood people well and were able to anticipate when people might require support. People told us their needs were met by staff.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. People were supported by staff who felt valued by their leaders and their colleagues. Staff described leaders as supportive and compassionate. One staff member described how the registered manager supported them through a difficult personal situation.