Prestige Home Care

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 67 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People had care plans in place describing their needs and support required. However, we found there was also some inaccurate or incomplete information regarding people’s support and care needs. We considered this under the question whether the service was well-led. People were unsure when or how often their care plans were reviewed. However, people said it was on-going and changes were made to plans of care as circumstances changed. Relatives said, “The reviewing is constant and ongoing. I often have conversations with the manager who listens and responds” and “There is continuity of care. Really good communication via phone, email or [text]”. The registered manager told us peoples care needs were discussed on initial contact by the provider. People and their relatives were involved in the management of care plans.

People and relatives were kept up-to-date with people’s care and support and informed about any changes. People, and their relatives as appropriate, had been included in discussions and reviews around their care and how this was to be delivered. The service planned and delivered people’s care and treatment with them, including what was important and mattered to them.

People felt staff knew what they were doing and always asked the managers for advice when necessary. The staff also contacted relatives to keep them informed if they had any concerns about people’s health or wellbeing. Staff also contacted emergency services if required. Diet and nutrition were managed between people, relatives and staff. Staff encouraged people with diet and fluids and were present during mealtimes to provide support where needed. Relatives added, “The staff have found a pattern and routine that suits [the person] to provide best care”, “Having the staff has improved [person’s] quality of life and released the pressure on me. So, my life has improved too” and “[The person] does not want to eat but the staff offer all sorts of food to encourage [the person] to eat and drink.”

The registered manager had a process in place to support people and their relatives as they used different services. They worked well with different teams and/or services to support people. People said the staff and the registered manager worked and communicated well. Relatives were kept informed and there were several ways to communicate. People and relatives said, “The staff work as a team. They will ring each other and ask things”, “[Staff are] very professional. They never gossip or talk about other clients” and “[The staff] work well together. If there is a problem, they will ring me or a colleague to find the answer.” People received care and support from the staff team who knew them and their needs well. This meant people received person-centred care that was meaningful to them. Relatives and people agreed the service and other professionals worked well together to look after the people.

People were supported to remain as healthy as possible. Relatives agreed they were informed what was going on with people, any changes in their health or wellbeing. People were referred to various health professionals to address any health issues or changing needs in a timely manner. Staff contacted professionals for advice or referred to the registered manager for support. People were satisfied that other professionals were contacted where necessary. The registered manager and the staff were knowledgeable and informed about people's health and wellbeing. Care plans covered aspects of care including health and well-being to meet people’s individual needs.

People had care and support that was co-ordinated, and everyone worked well together. Some people said their quality of life had improved since using the service. They looked forward to seeing the staff coming and this made them feel safe. People said by having staff, it had enabled them to remain at their own home. People and relatives said, “I am plodding on with their support”, “It has made [the person] a lot happier having [the staff]. [The person] looks forward to them coming” and “It’s certainly improved my life and I can keep [the person] at home”.

The registered manager told us how they communicated and encouraged staff to assume capacity, support people with their choices and wishes, even the small details of what they liked. We noted to the registered manager some of the care and support records were signed by the family members and it was not clear if they had a legal right to do that. We discussed this with them to be changed to evidence people's consent was sought and recorded in line with the Mental Capacity Act.

People's rights to make their own decisions, where possible, were protected and respected. People’s views and wishes were taken into account when their care was planned. Staff sought people's consent before providing care or support. Everyone told us the staff would ask what they would like before they commenced their care and support. People were given choices. People and relatives said, “[The staff] come in and say good morning and ask how I am and ask me what I would like for breakfast”, “[The staff] always ask [the person] what they want to do but they have a routine with [the person] that works well” and [The staff] always ask for consent”. Staff supported people to make decisions through verbal or non-verbal means and sought people’s consent before providing any care or support. Staff agreed people, their relatives or others that matter, professionals were involved in supporting people to make decisions when planning, reviewing or managing care and support.