Prestige Home Care

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 received person-centred care that met their needs and placed them at the centre of the service they received. They remained in control of the care and support delivered to them which also included their families as part of the process. People and relatives told us they were happy with the quality of care they received. The registered manager and staff worked together to ensure people could receive the most appropriate care and treatment for them as the service made reasonable adjustments where necessary. People’s care plans included information regarding their physical, mental, emotional and social needs. Staff understood the importance of providing individual and co-ordinated care and support that would have a positive effect on people.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People and relatives were positive about receiving continued care based on their needs. People received care and support that was co-ordinated, and everyone worked well together. People and their families felt they were in control of planning people’s care and support and were supported by the staff team and the registered manager. The registered manager added they were supported by the external services well and flexibly which helped to delivery care and treatment to people and in a way that met their assessed needs.

People were able to get information and advice that was accurate, up-to-date and provided in a way that they could understand to ensure it met their communication needs. People and relatives told us they filled in questionnaires about the care they were receiving. People and relatives said, “Communication is excellent. [The staff] are always available and they immediately answer the phone” and “[We are] on an even keel at the moment. No real changes. But we are always kept informed”. With some prompting, the registered manager understood their responsibilities in relation to the accessible information standard which applies to people who use a service and have information or communication needs because of a disability, impairment, or sensory loss. This was recorded in people’s care plans to support effective communication. Staff agreed they had access to all the information they needed to provide safe and effective care and support. They kept regular communications with people and their families and the managers to ensure it supported people’s rights and choices.

People and relatives knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. The registered manager ensured it was easy for people and/or relatives to share feedback and ideas, or raise complaints about their care, treatment and support. People and relatives felt confident that if they complained, they would be taken seriously and treated compassionately. Relatives and people agreed if they had any problems or issues, they were able to contact the registered manager and/or other staff easily. A relative added, “[The staff] are very responsive to [person’s] needs. They are managing the condition and [the person] is responding well to them”.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and relatives agreed people had access to care, treatment and support because the service ensured timely response to changing health or wellbeing needs and made reasonable adjustments. The registered manager worked with the staff team and different professionals to ensure the service was flexible and accommodating in meeting people’s needs. The registered manager and staff were alert to discrimination and inequality that could disadvantage different groups of people in accessing care, treatment and support. Staff confirmed people were able to access the care and treatment they needed.

People’s care, treatment and support were organised and managed in a way that promoted equality and ensured people’s rights were protected. People and relatives were empowered to give their views about their experience to ensure they had positive experience while using the service. People and relatives told us they had not experienced any discrimination or inequality. The registered manager and staff team worked together to ensure people’s care, treatment and support promoted equality, removed barriers or delays, and protected people’s rights. The registered manager understood there were diverse groups of people in the service and the staff team supporting them. They also told us how they managed this to ensure people and staff were included and supported.

People were supported to make informed choices about their care and plan their future care with support from families and the staff team, according to their wishes. People and relatives had reviews of support and plans of care. People had plans in place for the future and how to manage their care if their needs and health changed. People, relatives and the service were aware of these plans. The registered manager showed us how they supported people to have and store forms for no resuscitation and where to find them. This was also to inform any medical staff coming to attend in any emergencies in people’s homes. One relative said, “I have discussed the future and what the service can provide. I was told I would get due notice if they could not meet our needs” and “We have discussed [the care] and we would increase the package of care to enable [the person] to stay at home.”