Prestige Nursing Norwich

The registered manager had recently left. The provider had in place temporary management whilst they recruited a new manager. We found governance and auditing processes were not sufficiently robust to minimise risk and ensure best practice was appropriately promoted and recorded. We have made a recommendation about their recording and auditing processes. The service was organised, and management was found to be open and accessible. The management dealt with any concerns or complaints quickly and appropriately. The views of people and staff were actively sought by managers to develop and improve the service.

People were protected from abuse, neglect and discrimination. Staff ensured people's safety and acted when necessary to prevent any harm. We found risks assessments were mostly thorough. However, we made a recommendation to the provider to review their risk assessment practice to ensure all risk were considered and sufficient details were recorded. People received their medicines according to prescriber's instructions.

Recruitment practice was thorough and ensured there were sufficient staff of appropriate character to provide consistent support. Staff received comprehensive training and nurse led support ensured they were competent to carry out intensive and complex, health and social care. Staff monitored people's health and helped them access health care services when they needed them.

People were usually 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. The provider had a specialist nurse to support best practice in caring for people living with dementia.

Staff were described as professional, reliable and caring; they promoted people's independence and dignity. The provider completed comprehensive person-centred care plans; they completed regular reviews and were responsive to changes in needs. The provider regularly sought feedback from people using the service

to ensure the service was meeting people's preferred outcomes. The provider was skilled and experienced at providing end of life care.