Prism Care (North East) CIC

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People, and their relatives, felt staff were respectful and treated with them dignity and kindness. Comments included how well the staff knew people and their needs. Staff were following current guidance in relation to PPE. Medicines were managed safely.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Assessments of people's needs, and preferences were completed. The information was used to develop support plans and daily routines with the involvement of people and their relatives. We identified some gaps in information. This had not impacted on the support people received. We have made a recommendation about support planning.

Safe recruitment practices were followed. Staff attended training the provider deemed mandatory as well as training specific to the needs of the people they supported. Regular meetings were held with staff and management. Staff felt very well supported.

The registered manager promoted a culture of inclusion and openness which was supported by the staff team. People felt the service was well-managed. A range of audits were completed but they were not always effective in identifying gaps and omissions in care records. We have made a recommendation about quality assurance systems to make sure records are accurate and complete. The registered manager was responsive to our feedback and took immediate steps to improve record keeping.