Prestige Nursing Sleaford

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Personalised care plans were in place to ensure staff had guidance on how to meet people’s needs. People told us their care plans were regularly reviewed and they felt included. Care staff understood how to access this information and knew to contact the office if people’s needs or routines changed.

The registered manager was dedicated to ensuring people received personalised care. They spoke compassionately about people and expressed genuine care for others.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People received the care they needed when they needed it. Where a person was supported by more than 1 service or by unpaid carers, staff worked in a transparent, collaborative and flexible way to make sure care was joined-up for people. One relative told how care staff worked with their relatives live-in carer to ensure their needs were met, “The carers and the live-in carer work well together.”

People consistently described care as joined-up and flexible, and praised the service for achieving continuity, “We have a team of three carers my loved one knows them all, it’s great to have the continuity as it makes it easier for my loved one. They are all lovely and patient and know what to do and how to get the best out of my loved one.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information about care scheduling was shared with people. One person told us, “We are given a rota each week, so we know who is coming on each call. If there are any changes due to staff illness the office make contact, and they will send another carer who has been before.” People were provided with copies of their care plans and an information pack about the provider and the service. One person told us, “I have a care plan folder with lots of information.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

Care staff supported people to plan their daily activities. One relative told us, “The carers involve my loved one by asking them what they want to do and wear and check my loved one has understood.”

People and their relatives were included in care plan reviews. One relative told us, “I was involved in the care plan, and it has been reviewed recently. I love it that it is manual [paper copy], as when I visit, I read the book for any updates.” Another relative told us, “I am fully included in my loved one’s care. A copy of the plan is in the folder at my loved one’s house. As my loved ones needs fluctuate, any changes are discussed and documented. The care plan is updated and put into place very fast.”

People felt comfortable raising concerns with their care staff. One person told us, “I am actively involved in all aspects of my care, I feel fully included and if I had any concerns, I would speak to the carer face to face and we would sort it out.”

There was an effective system in place for recording and responding to complaints. Complaints or concerns were followed up and responded to in a timely manner and appropriate action taken. People were provided with information on how to raise complaints, and feedback we received indicated people felt comfortable doing so and were confident action would be taken. One person told us, “I am aware of the complaints procedure. I would ring the office if I needed to and I am pretty confident they would listen, everything is in the book [Service User Guide].”

People were provided with opportunity to share feedback about the service through feedback surveys.

People could access care, treatment and support in a timely way that worked for them, and that was delivered in line with best practice, quality standards and legal requirements. One person told us, “Prestige Nursing are flexible and I am very confident with the support they provide.”

Staff described the service as being accessible for people and demonstrated dedication to ensuring people received good quality equitable care.

The providers systems and processes prompted equity in care. For example, care scheduling achieved good continuity through the provision of regular staff and set care times. One person told us, “I feel very fortunate, I know the carers well and I have the same carers most of the time.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The registered manager, care planner, and care staff, all had very good knowledge of the people they supported. They understood their care needs, likes and dislikes, and personal preferences. This supported people to have a positive experience.

People were supported to achieve good outcomes. For example, 1 person experienced decreased strength and mobility due to a broken hip. Care staff supported this person for a set period of time until they felt strong enough to manage their personal care independently again. One relative told us, “I have seen the difference with my loved one since starting with Prestige Nursing. My loved one is happier and more confident.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Where appropriate, people were supported to plan for their future. For example, it was recorded in 1 person's care plan that they wished to remain at home for as long as possible, but should their health deteriorate, they wanted to be supported in hospital.

When people wanted to express their wishes about cardiopulmonary resuscitation, they were supported to do so. Decisions were clearly recorded and communicated. Care plans included a description of where to find associated documentation in people’s homes.

Staff understood how to provide dignified end of life care. The service ensured people’s needs were considered. One relative told us, “The service is very flexible as my loved one is on end of life. They have been very supportive and have talked and advised me of the process and arranged for everything to be in place.”