Archived: Prestige Nursing Ilford

Updated 9 December 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 8 November 2016 and was announced. The registered manager was given 24 hours’ notice because the location provides a domiciliary care service. This was to ensure members of the management team were available to talk to. The visit was carried out by one inspector.

Before the inspection, we reviewed all information we held about the service. Providers are required to notify the Care Quality Commission about events and incidents that occur including injuries to people receiving care and safeguarding matters. A notification is information about important events which the registered provider is required to send to us by law. We reviewed the notifications the registered manager had sent us. We had also requested information from the local authority to gain their feedback on the quality of care and support provided to people.

During the inspection, we looked at four people’s care records and four staff files and records associated with the quality and safety of the service. These included staff training, policies and procedures, accident and incident records, compliments and complaints, staff meeting minutes and quality checks including the local authority contract monitoring report. We spoke with the registered manager and the care coordinator.

After the inspection we spoke with two people using the service, three relatives and four members of staff to obtain their views of the service.

Updated 9 December 2016

This inspection took place on 8 November 2016 and was announced. It was the first inspection since the service was registered with us in June 2016.

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

Prestige Nursing Ilford provides personal care to people living in their own homes in different boroughs around the London area. At the time of our visit, they were providing personal care to 17 people. The service had 35 staff in their employment.

People and their relatives were satisfied with the service they received and commented staff were kind and caring and treated them respect. People felt safe when staff were around. All staff had undertaken training in safeguarding adults and children. They were able to describe what actions they would take if they suspected abuse.

The provider had risk assessments in place. Records showed risks to people had been identified, assessed and were reviewed on a regular basis.

We found people received their medicines when they needed them and the provider managed medicines safely and appropriately. People were supported to eat and drink enough to help keep them healthy. Staff understood people’s food preferences and acted in accordance with their wishes.

Staff received regular training and supervision and they felt supported by the registered manager.

There were systems in place to ensure staffing levels were appropriate to the needs of people using the service. The provider had an effective recruitment procedure to ensure only suitably qualified and experienced staff were employed.

The registered manager and staff understood the principles of the Mental Capacity Act 2005. They knew how to support people if they lacked capacity to make decisions and who to involve.

People and their relatives commented positively about the care and support which were provided by staff. We saw complaints were handled in a professional manner, and any concerns noted and responded to promptly.

People and their relatives told us they had been involved in the assessment and care planning process. People received care which met their needs, choices and preferences. Staff had good knowledge of the people they supported and they encouraged people's independence. They were clear about their roles and responsibilities and worked as a team.

We found care plans identified people's needs and staff supported them in a person centred way. They were supported to maintain their health and wellbeing and had access to a variety of healthcare professionals when needed or requested.

The registered manager had an open, supportive and transparent culture and people felt they were listened to. They had a number of systems in place to monitor the quality of the service provided and also carried regular audits. Staff had access to policies and procedures to inform and guide them in their roles.