Primrose Lodge Weymouth

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding.This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

The provider had established effective systems and processes to ensure staff focused on building and maintaining open and honest relationships with people and their families, friends and others important to them. Staff in all roles, including kitchen and maintenance staff, were highly motivated and demonstrated care and support that was exceptionally compassionate and kind.

Staff demonstrated a real empathy for the people they supported, genuine care for individuals and each other in a way that exceeded expectations. For example, staff supported people to move into Primrose Lodge with their beloved pet cat or dog. They supported people to look after their companions, so they didn’t have to part with them on admission to the care home. People’s pets had their own support plans developed with their owners guiding staff on how to look after them.

People and relatives agreed the care at Primrose Lodge was exceptional. Staff treated people, their colleagues and professionals from other organisations with kindness and respect and we found the culture of kindness and care extended to people’s relatives and visitors, and feedback we received reflected this. Comments included, “Primrose Lodge is much more than a care home, it’s my [loved one’s] family” and “I will always be grateful for the care, compassion, professionalism and optimism that abounds at Primrose Lodge. Nothing is too much trouble. Care homes like this are only as good as the people who run them. This is an exceptional team and a fabulous place.”

Comments from staff included, “The service is homely, that's where it is best. Food is a big part of that. People make their own choices. If anyone fancies something other than what is on the menu, there are lots of different options that can be served to them. In addition, should someone want a different meal, and they let the kitchen know early enough, staff will ensure the ingredients are bought and they will walk to the local shop to get them” and “We have had lots of couples, and staff have given them privacy when needed. We organise romantic dinners for couples. We encourage family and their extended family’s relationships and involvement as much as the residents wishes. We also encourage collaboration working, for example, on a service user book, activities, trips and outings. We encourage amalgamating families, children’s grandchildren at events like the summer fete, BBQ’s or festive events.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider established a strong, visible person-centred culture. Each person had care plan developed in close collaboration with them and others important to them. People’s care plans were extremely detailed, and person centred. The ‘All About Me’ section included personal life history and family situation, wishes and preferences, passions and hobbies, cultural background and spiritual beliefs. Each section of care plans included people’s goals and desired outcome. Staff knew people exceptionally well and were aware of individual goals people wished to be working toward and actively encouraged and assisted them to achieve their goals. For example, staff supported a devotee of Jehovah’s Witnesses to regularly attend local meetings at the Kingdom Hall, and to actively practice their faith and spread the word according to their belief via ministry and literature distribution. They would sit outside the home giving leaflets out and speaking to the public.

Staff were actively encouraged to be particularly sensitive to times when people needed caring and compassionate support. Staff were encouraged via various meetings and daily handovers to discuss people’s worries with them and help people explore their needs and preferences in relation to personal and family support. For example, we reviewed daily handover which prompted staff to emotionally support a person and facilitate contact with their family following recent passing of a close family member.

People had opportunities to discuss their interests and hobbies in detail. This information was included in their care plans and used to help plan social events and activities. Staff described a range of meaningful activities they provided which offered people choice and were designed to entertain, engage, and stimulate people. The provider employed an activities coordinator who oversaw the planning of these. We observed people participated in a range of activities which they enjoyed. The registered manager told us, “People are fully involved in arranging trips out, we have it on the agenda of resident’s meetings. One person wanted to go on the Swanage Railway, another to the Tank Museum. We have a copy of the Pavilion guide, so people can look at the shows available. We support people to attend Greenhill on a Sunday afternoon to local music festivals, throughout the summer, or to attend their local churches.” A member of staff commented, “We support people when needed, we try and make them happy when they are upset and we work together as a team. We take people out on trips to the shops, for an ice-cream, on boat trips in the summer or to the Pavilion so they aren't stuck indoors all the time, and they enjoy life. Also, at Christmas time most of the residents and the staff have an afternoon party so we can all have fun together. It's rewarding and it's nice to see we've made the residents smile and made a difference.’

Staff were actively seeking various ways to support people in expressing themselves which reflected people’s personal histories and cultural backgrounds, and the staff were often matched with people’s interests and personalities. The registered manager told us, “We have a designated activities co-ordinator who offers a varied activities programme as well as encouraging residents to follow their own interests. We also encourage mixed interests with residents, staff and families.” For example, a person had passion for arts and crafts and their art had been displayed around the home. There was a monthly newsletter distributed with the activities schedule so people could choose for the month ahead. We observed people participating in various well attended activities when we visited; including a very popular regular activity called ‘Teapot Tuesday’ where people met for a cream tea and engaged in creating fresh flower arrangements for the home.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The provider established effective systems and processes to maximise the choice and control people had over their own care, and to make decisions about their care, treatment and wellbeing. People's care plans included detailed information about how they would like to be independent and what they could do themselves. People received consistent, timely care and support from familiar staff who understood their needs and got along with them.

Staff supported people to have as much choice and control as possible in their lives and kept them informed about any changes to their support. This included people’s preferences in relation to the staff who provided their personal care and support. We observed staff supported people to make informed choices. Staff knew people well, anticipated people's needs and responded to requests. They supported people to be independent where they were able and monitored them to make sure they were safe. The registered manager told us: “People are encouraged and supported to be as independent as possible to enhance their individual lives. We have a person with restricted mobility, so staff walk with a wheelchair behind them for when they get tired. We have another person with visual impairment; a plate guard is available to enable their independence. We ensure people have special aids to promote independence and dignity, like thick handled cutlery.”

People were supported to maintain and develop their relationships with those close to them, their social networks and community. People and their relatives confirmed they were always given choice and staff supported their independence. A relative told us, “Staff respect [my loved one’s] decision making and adhere to [their] wishes the best they can. I do believe they attempt to promote [their] independence. But are cautiously aware of what [my loved one] can and cannot do, offering support when needed.”

All 4 of the health and social care professionals who responded to our request, confirmed people living at Primrose Lodge had control over their lives and their wishes were respected. Comments from partners included, “Residents are supported to ensure that their needs are met, and they are offered opportunities for various activities appropriate to their wishes and abilities to enhance their wellbeing.”

Staff supported and facilitated contacts people had with their family, friends and community. Relatives were extremely positive and grateful towards staff for the care and support they afforded to their loved ones. One relative told us, “I am eternally grateful my loved one had been accepted into the home. I commend the staff, all carers, kitchen staff, domiciliary staff, the social coordinator, the maintenance staff and including the managers, on how professional and courteous they are to my loved one. This home is a community of happy residents, who all appear to me, on my regular visits, to be content and well cared for in their environment. I too, feel warmed that on every visit, I have been made to feel welcomed.”

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People’s support plans contained details of the different levels and triggers for people’s distress and the action staff should take. Care plans under the ‘Emotional support’ section offered detailed person-centred guidance for staff on how to meet people’s emotional needs. This meant staff had detailed information to identify when they need to intervene to prevent or reduce the likelihood and impact of an episode of distress. Staff anticipated people’s needs and recognised distress and discomfort at the earliest stage. They offered sensitive and respectful support and care. For example, we reviewed care plan for a person who was admitted to the home with prescribed PRN (when required) medication to be administered at the times of distress and anxiety. Over time staff developed proactive strategies to recognise situational patterns and potential triggers of emotional distress for that person. Staff were able to intervene and successfully use personalised de-escalation techniques to support them with more positive emotional responses to the triggering situations. The person was able to respond more calmly to those situations which gave them control over their environment, so that the medication prescribed for emotional distress and anxiety was no longer needed and had been stopped by the GP.

Staff told us they felt supported and confident to support people when they were distressed. We saw people were supported in a timely way. We observed staff responded to call bells quickly and were responsive to people who were displaying anxiety or in distress. We heard words of reassurance and encouragement from kind and patient staff, who took time out to sit with people until they were more relaxed and calmer.

Relatives told us the service responded extremely well to people's needs, medical attention was sought, and pain relief administered when it was needed. Comments included, “I cannot speak highly enough of staff at Primrose Lodge. Staff know [my loved one] very well and know how to support them when they are distressed. Staff enable them to be fully themselves. In fact [my loved one] is now better they have ever been. Staff are spot on with getting a doctor if needed, any concerns are addressed immediately. I have no concerns about [my loved one’s] wellbeing” and “They have worked hard to understand and support [my loved one] and seem to be doing the best they can.”

People we spoke with said they received medication for pain relief when they ask for it.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider recognised the value of a diverse workforce and offered staff personalised support and good career development opportunities. Staff told us they took pride in their work at Primrose Lodge. The service had a low turnover of staff, and many of staff had worked in the service for numbers of years. Overwhelming majority of staff told us they felt supported and appreciated by the management team. Staff told us they had a sense of belonging and the ability to contribute to decision making. They told us they were offered opportunities to feedback about concerns with the service or their own wellbeing and felt confident to raise any issues through regular supervisions, staff forums, team meetings and staff surveys. Comments from staff included, “Everyone is very welcoming, we work really well as a team and have a lovely community where everyone gets involved. I was made very welcome when I started working here and have received amazing support from [management]. I have learned so much since working here, and I love that [management] encourage us to be the best we can be within our role. Primrose Lodge is an amazing community which I’m proud to be part of” and “I love working at Primrose Lodge, we are a great team. It is the first time I have felt supported to progress with my career in the care sector. I am now confident enough to gain new qualifications with the support of management and enjoy my time working in care.”

Staff told us there was a flexibility within the 2 weeks rolling rota, and their shifts had been changed when needed. For example, in an emergency to help support their childcare responsibilities. A member of staff told us, “‘The staff team get along with each other and help out with extra shifts as necessary. I do feel appreciated and thanked when I do a good job or help out with extra shifts or trips out. You are always thanked for doing so.” Whenever staff worked long hours, they were offered a meal. Staff received a special gift on completion of 10 years of service.