Prestige Nursing- Ashby De La Zouch

The provider had an effective learning culture where staff understood, and managed risks and people were kept safe. Risks were assessed and regularly reviewed to ensure measures remained effective and appropriate. People were supported to understand certain risks but to continue when this enhanced their quality of life. Staff were exceptional at understanding people’s emotional communication and responded effectively to signs of distress, anxiety and frustration. Managers and staff followed the least restrictive options to keep people safe and ensured lessons were learnt and shared through de-brief processes. Staff were confident and well supported through training and supervision. Staffing levels were safe. There were clear on call and support arrangements. Staff worked well with other health and social care professionals to help reduce the risks people faced, give them more choices and improve their quality of life. People were supported to maintain their emotional and physical wellbeing through support with healthcare, medicines and nutrition. People’s care was planned in an exceptionally personalised way and based on latest evidence and good practice. The provider had an exceptional understanding of the diverse health and care needs of people and ensured staff were equipped with the appropriate skills to support these needs. Staff support focussed on helping people live as they wanted. People’s independence and right to choose was always respected. Staff were exceptional at enabling people to achieve a range of positive outcomes in terms of increased independence and improved quality of life. People’s rights were respected and upheld. Staff were flexible and supportive to help people plan and meet their goals. People and relatives described staff going above and beyond to help them improve their quality of life.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People were supported to identify and achieve meaningful goals and aspirations, including hobbies and interests. Staff encouraged and supported people to be a part of their local communities. People had choice in their care and were encouraged to maintain relationships with family and friends. The provider prioritised, promoted and supported staff wellbeing. The culture was open, inclusive and supportive. Staff morale was high, as was retention. The management team was exceptional in helping staff to professionally develop in their roles and maintained good oversight of the service. Managers and staff had a shared vision and culture based on listening, learning and trust. They were committed to enabling people to achieve the best possible outcomes from their care and support. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement with staff given time and resources to try new ideas.