When we arrived at Palm Court, one person was sitting on her own in the main lounge. She told us that she has lived at Palm Court for about three years. She is able to wash and dress independently and is mobile using a zimmer frame. She is assisted to have a bath twice a week. Her bedroom now has en-suite toilet and basin and she is very pleased with this. She said that she goes out on trips with other residents in a large taxi and they go to lots of different places as far as Chester. She is diabetic and the staff are very good at making sure she gets her diet and this is very important to her. The food is good. All the staff are very good and kind and she has never had any problems with any of them. She has never felt the need to make a complaint. While we were talking, a close friend came to visit her and said that she visits the home regularly. She is made welcome and offered a drink. She has never experienced any unpleasant smells in the home. Another person came to sit in the lounge and was reading his daily paper. Another person was sitting in the small lounge and was also reading a newspaper.We spoke with another person who was sitting in her bedroom. It is a large, light and bright room on the front of the house, with en-suite bathroom. She said that she has lived at Palm Court for about a year and had a bedroom upstairs when she first came. She brought several items of furniture in with her including her chair and TV. Her family visit three times a week and take her out on a Saturday. She 'couldn't wish for better': the staff are always pleasant and polite and nobody has ever been unpleasant or shouted at her. If she had any complaints or problems she would tell Cynthia the manager. The food is very good and she will be having a birthday party on Saturday and her family will come to it. Yesterday there was entertainment in the home, a man playing guitar and singing, he comes about once a month. She knows the home owners and said that they are there often and chat with residents. 'I get a bath once a week by the same girl which is lovely and I have a good wash every day'. She is independent for washing and dressing and just needs support with the bath. 'They don't tell you when to get up and go to bed, you can please yourself'. 'I dust my own bedroom and strip my bed'. She has been able to keep her own doctor who is in West Kirby and she likes him very much. She has been assessed by eye specialists but they can not do any more to improve her sight. She has her hair done every week at the home and has just 'had her feet done' too. 'You have to pay but it isn't a lot'.
We spoke with another person who was in her bedroom. It is a big bedroom and she has her own kettle and small fridge. She has her own car and can go out whenever she wants to. She also has friends and family who visit her. She said that she likes her room very much and the owner of the home has promised her that en-suite facilities will be added in the near future. She is feeling frustrated that she does not yet have a date for this to be done, although there is a toilet and bathroom close to her room. (Following our visit we were told that a date has been set for the work to be carried out and the person informed.) Apart from this she has no complaints. All of the staff are good and the food is good. If she was not happy about anything she would feel able to make a complaint and if she wasn't happy she wouldn't stay there.
The carers we spoke with told us that the person who has been staying at the home for a few days respite has told them that she hopes she will be able to come again as she has really enjoyed it.
We looked at all of the bedrooms and people had personalised them with their own belongings. One person likes to have her own bedding and she has flannelette sheets and four blankets on her bed.
We spoke with a senior district nurse who has worked in this area for ten years. She told us that the staff at Palm Court are extremely helpful, organised and pro-active. They always follow directions given by the nurses for people's care. Communication is good and the staff phone the district nurses if they have any queries or concerns. The standard of care at the home is excellent. The people who live at the home are well fed with three course meals and a varied menu. Plenty of entertainment is provided for them. Overall the nurses find it 'a very happy place to walk into'.
The people we spoke with said that they are always treated with respect and none of the staff have ever treated them unpleasantly. The staff we spoke with knew what action they should take if they believed that someone was being abused.
In the entrance area of the home there is a book for people to write their comments in. The last entry was dated 14/6/11 and read 'Friendly, supportive staff with a homely atmosphere'. A previous entry, dated a few weeks before was 'very friendly staff always helpful'.