Archived: Prestige Nursing Limited - I.H.S

We found that where people did not have the capacity to consent, the provider acted in accordance with legal requirements. Staff told us that they would never force people but would encourage them to accept care or would come back at another time.

Staff were aware of how to administer, store, obtain, record and dispose of medicines appropriately. Staff told us that they attended annual refresher courses on how to administer medicine.

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. Care plans, support plans and risk assessments reflected people's current health needs, hopes and personal goals. Staff were qualified and received regular training to keep them up to date.

We found that complaints were dealt with in a timely manner. The complaints policy was available and people told us that they would complain to the branch manager. One person said, "whenever I have had a reason to complain, the branch manager has rectified the issue promptly. This has not affected my care in any way."

Staff were able to identify different types of abuse and told us that they were able to raise any concerns with management. There were clear policies regarding safeguarding vulnerable adults and children and staff told us they received training updates regularly.

We spoke to the manager, the care coordinator and six staff and found that staff were recruited appropriately and were supported by being offered training and spot checks. We found that most staff had National Vocational Qualifications or were working towards achieving them.

There were procedures in place to monitor the quality of care provided, these included, annual surveys, tele-monitoring (calling people who use the service regularly to get feedback) and member assessments (visits to check on how peoples perception of staff and care). Regular staff meetings were held and both people who used the service and staff were involved in planning care. People told us that they received regular calls and visits. One person said 'I recently received a form to fill in asking about the care."