Priory Nursing Agency & Homecare Limited

People's experience of using this service:

People and their relatives told us they were mostly satisfied with the care they received. They stated that staff were capable, did their jobs well and people felt safe when cared for by staff.

There were arrangements to protect people from potential risks. Risks to people's health and wellbeing had been assessed. Risk assessments contained guidance for staff on minimising risks to people.

There were arrangements to protect people from abuse. Staff had received training on how to safeguard people and were aware of the procedure to follow if they suspected that people were subject to, or at risk of abuse.

People received their medicines as prescribed. Staff had received medicines administration training and knew how to administer medicines safely.

Staff were safely recruited, and essential pre-employment checks had been carried out. There were enough staff to attend to people's needs. Staff had received appropriate training and support to ensure that they were able to carry out their duties. The registered manager and senior staff carried out regular supervision sessions, annual appraisals and spot checks.

The healthcare needs of people had been assessed and staff worked closely with healthcare professionals to meet the needs of people.

Staff encouraged people to have a healthy diet where this was part of their contracted responsibilities. They were aware that if there were significant fluctuations in people's weight, they should alert their manager, relatives and professionals involved.

Staff understood their obligations regarding the Mental Capacity Act 2005 (MCA). People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

People were treated with dignity and respect. Staff had received training on ensuring equality and valuing diversity and respecting the human rights of people.

The service provided people with person-centred care and support that met their individual needs and choices. People's preferences and choices had been responded to.

The service took complaints seriously. Complaints recorded had been promptly responded to. With one exception, people and relatives were aware of who to complain to.

The service was well managed. Morale among staff was good. Management monitored the quality of the services provided via checks and audits. These audits were however, not sufficiently comprehensive. We have made a recommendation accordingly. The registered manager stated that they would ensure that audits were comprehensive.

Results of a recent satisfaction surveys indicated that people and their representatives were satisfied with the care and services provided.

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