About the service: Prestige Nursing Limited Shrewsbury is registered to provide nursing and personal care to people of all ages living in their own homes. The service provided personal care to 43 people at the time of our inspection.

People’s experience of using this service: People and relatives told us staff were kind and caring in their approach. People told us staff communicated well with them and acted in an open and transparent way.

Care plans were person-centred and provided staff with the information they needed to provide care and support in a way that met people’s needs and preferences.

People’s calls were usually on time or staff called if they were going to be late. The provider monitored staff attendance at calls using electronic call monitoring.

Medicines were managed in line with good practice guidance.

Staff assessed risks to people’s health, safety and wellbeing and put plans in place to manage these risks.

People told us they would feel confident to raise any complaints they might have. We saw complaints were identified, investigated and used to improve the service.

There were processes in place to monitor the safety and quality of the service.

The service had a registered manager in post at the time of our inspection.

The management team had excellent knowledge and a wealth of experience to operate the service safely and effectively. They demonstrated an exceptional understanding of all aspects of managing the service such as safeguarding procedures and medicines management.

People, relatives and staff were engaged by the service via meetings, forums, questionnaires and projects so that everyone could contribute to the development of the service. There was a credible strategy in place with plans for multiple new improvements and updates at the service. This was being implemented by the registered manager who was proactive in considering how the service could be improved.

People, staff and relatives spoke positively about the registered manager and senior team who led the service well.

The service met the characteristics of Good in all areas.

More information is in the full report.

Rating at last inspection: At the last inspection the service was rated as Good (15 July 2016).

Why we inspected: This was a planned inspection to check that this service remained Good.

Follow up: We did not identify any concerns at this inspection. Going forward we will continue to monitor this service and plan to inspect in line with our re-inspection schedule for services rated Good.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

This inspection took place on 8 June 2016 and was announced. At our previous inspection no improvements were identified as needed.

Prestige Nursing Limited Shrewsbury is registered to provide nursing and personal care to people of all ages living in their own homes. The service is registered to provide a total of four regulated activities and provided personal care to 33 people at the time of our inspection.

A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People felt safe when staff supported them in their own homes. They were supported by staff who had received training in and understood how to protect them from any harm and abuse. Systems were in place for staff to follow which protected people and kept them safe. Staff knew how to and were confident in reporting any concerns they may have about a person’s safety

People were supported by staff who were familiar to them. People knew in advance which staff member would attend their care calls which gave them reassurance. Care calls were monitored to make sure staff turned up and stayed for the agreed amount of time. Checks were completed on potential new staff before they started work to make sure they were suitable to support people living in their own homes.

Staff had the skills and knowledge to understand and support people’s individual needs. These skills were kept up to date through regular training and staff were also supported in their roles from managers and colleagues.

Staff asked people’s permission before they helped them with any care or support. People’s right to make their own decisions about their own care and treatment was supported by staff.

People were supported by staff who knew them well and were caring in their approach. Staff made sure people were involved in their own care and listened to what people and their relatives had to say. People were treated with dignity and respect and they were encouraged to maintain their independence as much as they were able to.

People were supported to identify how they wanted their care delivered. Staff provided this care how people wanted it and in a way that was individual to them. Staff responded to any changes in people’s needs and supported them and their relatives to access other services as required.

People and their relatives had opportunities to give their opinions on the service that was provided and on the staff that supported them. Although they had not made any complaints they knew how to and were confident the registered manager would listen to their concerns.

People and their relatives had regular contact with the agency’s office staff and found them approachable, polite and helpful. Systems were in place to assess and monitor the quality of the service provided.

People shared positive experiences of the care and support they received. Comments included, "I have no complaints and I am very well looked after by very friendly staff". "It's a pleasure to have the staff in my home and I feel quite safe".

People considered they had the same regular staff to meet their current needs, which they liked. They said, "We know who is coming and are never left waiting for them to arrive". People considered staff were well trained to do their job and were very caring.

People told us they were regularly asked if their service was satisfactory. They confirmed formal surveys were in place to gain their views about their care or how the service was run.

The provider had systems in place that enabled them to identify problems swiftly and act upon them to keep people safe at all times. This branch of the agency was well led.

We carried out this inspection to check on the care and welfare of people who used this service.

We used a number of different methods to help us understand the experiences of people who used the service. Some people had complex needs which meant they were not able to tell us of their experiences or were unable to talk on the telephone. We spoke to two people who used the service directly. We spoke to the relatives of three people who used the service, three staff and visited the provider at the agency office on 6 June 2012. We reviewed feedback forms from people who used the service, conducted by the agency since the person started using the service.

There were many positive comments and overall people and their relatives were pleased with the care and support they received. Many comments were made about staff being kind and caring, helpful and friendly. One person said “They go over and above their duty to help and encourage my relative”.

People who used the service said they received information before they agreed to the service. They said they had their needs assessed and were monitored closely by the staff involved with their care. People commented that the assessment was thorough and they were consulted about how they liked tasks to be done.

People who used the service and their relatives said they felt able to raise any issues they had with the manager or one of her staff. People told us that they felt safe. One person said, “Staff are competent to do their job. I think they are given the kind of training they need so we can be confident they can care for us in our own homes”.

People and their relatives said they were treated as individuals and any change to their care was communicated to the care workers speedily which ensured consistent quality care. People said the agency often asked them their views about the service and were keen to rectify any problems.