Prestige Home Care

Updated 20 December 2024

Date of assessment: 15 and 20 January 2025. The service is a care at home service providing support to older people and younger adults living with dementia, nursing needs, mental health conditions, and physical disabilities. The service had not been assessed and rated before, so we completed a comprehensive assessment. During this assessment, we found 3 breaches of the legal regulations in relation to recruitment and selection, management of medicine, record keeping and governance. We identified the provider did not always follow their quality assurance systems effectively to assess, monitor and mitigate risks and to identify issues. The registered manager did not always maintain accurate and complete records as part of provider’s recruitment processes, management of medicine, oversight of staff training, care records and oversight of some areas of the service.

However, we also found the registered manager and the staff team had been working together to support people and ensure people continued receiving the care and support they needed. People were protected and kept safe. The service made sure there was continuity of care, and they worked well across teams and services to support people. People’s rights around consent were respected. People were treated with kindness, empathy and compassion. Staff respected people’s privacy and dignity. The service cared about and promoted the wellbeing of their staff and staff told us they enjoyed their roles. The registered manager and other senior staff were visible within the service and led by example. Staff told us they understood their responsibilities to raise concerns and report incidents or allegations of abuse. They felt confident issues would be addressed appropriately.

Updated 20 December 2024

We received mixed feedback about the timeliness of visits by staff. However, we also had feedback that people were supported by staff who knew them well and understood how to meet their needs appropriately. People were supported to access healthcare services to maintain their wellbeing. People said the staff cared for them safely. People were happy with the management of the service and knew who to contact if they had any problems they wanted to raise. People said that staff promoted their independence and involved them or their families in decisions about their care. People and relatives were positive about staff being kind, caring and respectful. People felt safe and supported by the staff, and relatives agreed. People and relatives felt they could approach the management team with any concerns and felt they had good communication and relationships with the service. People’s nutrition and hydration needs were supported by staff. People and relatives said they were kept informed about their people’s health and welfare. While people and relatives expressed general satisfaction with their care and treatment, our assessment found elements of care and support did not always meet the expected standards.