Prestige Home Care

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. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

People were treated with compassion, care and kindness. People’s privacy and dignity were respected by attentive staff.

People and relatives raised no concerns around respect, dignity or privacy. People and relatives said the staff were professional, kind, caring, friendly and knowledgeable. People felt the staff listened to them, too. People and relatives said, “[There is] dignity, respect, no problem. [The staff] get the job done. They try their best”, “The staff are kind and compassionate. Always happy. The staff do respect [person’s] privacy”, “The staff make [the person] feel very comfortable in their presence” and “[The staff are] kind, caring people.” The registered manager told us how they worked with the staff to ensure people were treated with kindness, compassion and dignity in their day-to-day care and support. Staff understood the importance of treating people with respect and kindness. Staff described how they monitored and communicated with people appropriately to ensure they could respond in a timely way and provide what people needed.

The registered manager encouraged a positive and appropriate approach to people and their diverse needs. The staff treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People said that they saw the same staff, who knew them well. People felt they were treated as individuals. Staff were supportive and met people’s individual needs. People and relatives felt they were listened, too. They told us the communication was good with the service, and the registered manager was easy to access for support. People and relatives said, “I am getting the right care and support”, “[The staff] and manager listens. The manager comes round and ask how we are or if we need anything”, “[The staff] know me and my likes and dislikes” and “[The staff] listen to me and they are very pro-active”. Staff demonstrated they knew the needs of the people, they supported them well and understood the importance of treating people as individuals.

People’s choices were respected and met, and staff encouraged people to remain independent and be in control of the care they received as much as possible.

People said they were encouraged to be independent but were offered support if they wanted it. People were involved with their care plans. People had a folder which contained their care plan records. There was close communication with relatives from the staff and the registered manager. People and relatives said, “[The staff] do what I ask them to do. But I try to maintain my independence”, “[The staff] accept [the person] for who [the person is and what the person prefers”, “[The staff] encouraged me to see the doctor when I was not well” and “I had some heart pain, and the staff encouraged me to contact GP/999.”

Staff understood and supported people with promoting their independence whenever possible. Staff said, “Staff are encouraged to enable people to do things for themselves, what they can. People like to be independent. It is good for them. Even doing small things makes them feel good” and “I always encourage people to do what they can. Mostly [people] want to be independent.”

People and relatives felt the staff responded in timely manner if people were unwell. People and relatives said, “Any appointments [staff] arrange, they will let me know. [They go] over and above their role”, “If I am in pain, [staff] ask if they can help” and “The manager came and discussed [person’s] care needs, it is very thorough”. The registered manager and the staff worked together to ensure people’s needs, views, wishes and comfort were a priority and staff were able to anticipate these to avoid any preventable discomfort, concern or distress. The registered manager encouraged staff to consider each person with their individual needs to provide what they needed. Staff were alert to people’s needs, they communicated and engaged with people and/or their relatives in discussions about their immediate needs. Staff understood how they would respond to people in the most appropriate way to respect their wishes.

The registered manager and the provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. People said they thought the registered manager supported the staff as they are always smiling and seemed happy. People have never heard staff complaining about the service. One relative added said, “[The staff] are looked after. You would not get such professionalism if they were not.”

Staff felt supported and valued by the registered manager. They said, “Oh yes, they ask us [how we are] and there is a manager on call always. Yes, they do value me. They are polite and say thank you” and “I am very happy and other staff are as well. Oh, yes anything of worry, I would ring the office.” The registered manager told us how they continuously communicated with staff and they could share any ideas or suggestions to be included and are able to contribute to the service. The registered manager had a schedule to monitor and carry out staff support and supervision sessions including checking staff’s practices during visits to people. Staff said, “Our managers are very good, we are supported at all times” and “Oh yes, the managers are helpful. They ask if we are all ok. I can ring at any time, from early to late and ask for advice.”