Archived: Prestige Nursing Ilford Also known as Ramesh Kumar Ltd

We looked at the personal care records of four people and spoke on the phone to three people who used the service. People told us that were involved in the planning of their care and we saw evidence of people having signed their plans. We spoke with four members of staff who told us that the client was central to their work.

The provider had sufficient and skilled staff to deliver the activities in the support plans and there was a good system to cover sickness and absence.

We saw that the provider had a system to monitor the quality of services and did spot checks too. The records we saw showed that people were satisfied with the services.

We saw that the provider had a complaints procedure and they dealt with complaints in line with their procedure. One person told us, "I feel able to raise issues with the agency, if needed."

Care plans included information about the cultural and religious needs of people using the service. One person told us their regular care worker shared their culture and understood how to prepare their food. They told us they were pleased that other care workers demonstrated a good cultural awareness of their needs and preferences. People confirmed they had been asked if they had a preference for a male or female care worker.

Care plans contained information regarding how to promote peoples independence and their individual wishes and preferences. People told us their care workers understood their chosen routines, such as how they wished to be supported with having a bath or shower, but also checked whether people wanted their care to be delivered flexibly.

People were cared for, or supported by, suitably qualified, skilled and experienced staff.

The Service has an effective complaints process in place.