Prestige Nursing Norwich is registered to provide Nursing Care and Personal Care. It currently provides a service to 32 people living in their own homes.

This announced inspection took place on 08, 09 and 15 June 2016. At the time of the inspection there was a registered manager in place. 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 and staff knew what actions to take if they thought that anyone had been harmed in any way. There were procedures in place which were being followed by staff to ensure that people received their medication as prescribed. Risk assessments had been completed to identify and reduce risks to people where possible however some required more information.

There were enough staff available to meet people’s needs. Staff received the support and training they needed to carry out their roles effectively.

Staff were kind and compassionate when working with people. They knew people well and were aware of their preferences, their likes and dislikes. People’s privacy and dignity were upheld.

Staff monitored people’s health and welfare needs and acted on issues identified.

People were provided with a choice of food and drink that they enjoyed.

There was a complaints procedure in place and people felt confident to raise any concerns either with the staff or the registered manager.

The registered manager and other staff obtained the views from people that used the service, their relatives and staff about the quality of the service.

We looked at the care records for six people using the service. We found that for each of these six people, there were detailed records for staff to follow about their care needs. There were also detailed risk assessments to protect the person from harm. One relative we spoke with told us, "We've never had a problem, the support has been fantastic." Another relative told us, "The care has been outstanding".

We looked at the records for six members of care staff working for the service. We found that Prestige had ensured these six members of staff were suitably experienced and qualified to care for people. The service had also ensured that these members of staff were of suitable character to work with vulnerable people. When describing the care staff that visited their relative one relative told us, "They're first class. The care is always great". Another relative told us, "They're very diligent. They just get on with it."

We found that the service had a system in place to monitor the quality of the service it was providing and to identify any areas for improvement. The service was also undertaking surveys in order to get feedback from people using the service.

We found that the service had an appropriate complaints policy in place, and was investigating complaints in line with that policy. People had been made aware of the complaints system.

We found that the service was keeping securely appropriate records for people using the service and for staff.

We spoke with three people who use the service via telephone. All the people were positive about the provider and the staff. None of the people we spoke to had any complaints. One person told us that the staff were very polite and caring and were good at their work. Another person told us that she was satisfied with the service she was receiving from the provider and was able to rest from looking after her husband when staff were around. All the people told us that they were aware of their care plan being delivered and that staff had spoke to them about it. People also told us that they knew in advance which staff were coming to look after them and usually was the same people which they liked.

We spoke to staff who told us that they were supported by having regular supervision and training. Staff told us that they had spot checks carried out to ensure good delivery of care was being delivered and to support staff.

We spoke with seven people who were using the service. They told us that their needs were met and that they were consulted about the care and support that they were provided with. People were complimentary about the staff that cared for them and told us that the staff always treated them with respect and listened to them. They told us that the staff members that visited them were kind, friendly and reliable and knew how to assist them with their palliative care and support. They told us that they felt safe using the service and that the staff were well trained.