During an assessment under our new approach
Primrose Lodge is a residential care home providing accommodation for people who require nursing or personal care for up to 38 people. The service provides support to older people, some of whom live with dementia, other mental health needs or a learning disability. At the time of our inspection there were 33 people using the service. Nursing care is not provided by staff in the home. This type of care is provided by the community nursing service. Accommodation is provided over 2 floors. There are 2 lounges and separate dining area located on the ground floor, accessible to all people. Both floors are accessed by a lift and stairs. There are outside spaces for people to enjoy, and all have level access.
The assessment took place between 2 June and 25 June 2025. We visited the service on 2 and 3 June 2025. During the inspection we assessed the quality statements under all key questions of safe, effective, caring, responsive and well led. This was a planned inspection to check the quality and safety of the care provided.
At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good.
People told us they felt happy and safe with the care and support at Primrose Lodge. Many of the staff had long service at the home and told us they were supported well by their colleagues and enjoyed their job. Staff knew people well and understood their needs. People had person-centred care plans which were detailed and regularly reviewed. This meant there was always information for staff to refer to when providing care for people. The provider completed appropriate risk assessments to ensure risks to people's health, safety and wellbeing had been identified and actions taken to reduce the likelihood of harm. Staff had access via the electronic care planning system, which meant oversight was in real time and changes could be made quickly. Staff worked in a safe way to ensure risks were reduced for people and adapted if they changed. People were supported to access health services whenever required. This included GP surgeries, physiotherapists, hospitals and specialist nurses. People received their medicines in a safe way and in accordance with prescriber’s instructions. People’s wishes and preferences about how they preferred taking their medicines were clearly recorded in their care plans.
Staff demonstrated a good understanding of the signs and symptoms that could indicate people were experiencing abuse or harm. Staff knew how to report concerns both internally and externally. Staff felt confident any concerns would be followed up by the management.
People's choices and decisions were respected, and staff enabled people to retain their independence. Consent was sought from people to ensure they were involved in decisions about their care and ensure their rights were fully respected.
Staff had the correct level of skills and training to undertake the responsibilities of their role effectively. Staffing levels were calculated by assessing the needs of people. People told us staff were kind, affectionate and caring.
We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.
Care and support at Primrose Lodge maximised people’s choice, control and independence. Staff received person centred training and were confident in their abilities to promote positive risk taking which enabled people they supported, the freedom to pursue their own interests and to live their lives as they chose. We observed care was delivered in ways that were person-centred and promoted people’s dignity, privacy and human rights. Staff understood people's individual ways of communicating. Staff worked in partnership with people, families and professionals to plan and provide safe, effective, personalised care. People were registered with local health services and had access to the full range of community health services. People were supported to follow their interests, take part in activities of their choice and access their local community.
There was an inclusive, transparent and positive culture with strong focus on continuous learning and improvement. People were supported by staff who consistently strived to improve the quality of care people received. People's legal rights were protected. Staff were extremely responsive to people’s needs and supported people to have maximum choice and control of their lives. The provider ensured that all medicines were prescribed in line with the STOMP initiative (STOMP stands for stopping over medication of people with a learning disability, autism or both with psychotropic medicines). The service had an established registered manager who was proactive, they told us they were fully committed to ensuring people received person-centred and people’s dignity, privacy and human rights were promoted. Safe systems were inplace to monitor and enhance the quality of care. There was a strong governance framework, which helped the registered manager have a clear overview of the of service.