Prestige Nursing Limited Shrewsbury

People's experience of using this service: People and relatives told us staff were kind and caring in their approach. People told us staff communicated well with them and acted in an open and transparent way.

Care plans were person-centred and provided staff with the information they needed to provide care and support in a way that met people's needs and preferences.

People's calls were usually on time or staff called if they were going to be late. The provider monitored staff attendance at calls using electronic call monitoring.

Medicines were managed in line with good practice guidance.

Staff assessed risks to people's health, safety and wellbeing and put plans in place to manage these risks.

People told us they would feel confident to raise any complaints they might have. We saw complaints were identified, investigated and used to improve the service.

There were processes in place to monitor the safety and quality of the service.

The service had a registered manager in post at the time of our inspection.

The management team had excellent knowledge and a wealth of experience to operate the service safely and effectively. They demonstrated an exceptional understanding of all aspects of managing the service such as safeguarding procedures and medicines management.

People, relatives and staff were engaged by the service via meetings, forums, questionnaires and projects so that everyone could contribute to the development of the service. There was a credible strategy in place with plans for multiple new improvements and updates at the service. This was being implemented by the registered manager who was proactive in considering how the service could be improved.

People, staff and relatives spoke positively about the registered manager and senior team who led the service well.

The service met the characteristics of Good in all areas.

More information is in the full report.

Rating at last inspection: At the last inspection the service was rated as Good (15 July 2016).