Primrose Road

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 as good. At this assessment the rating has remained a good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

This service scored 80 (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. Observations showed people were spoken to with respect and kindness by staff who genuinely wanted to know how people were feeling, what they had planned for the day and how they could be supported to achieve different activities. Staff treated every visitor with warmth. We saw visitors entering Primrose Road being greeted with politeness and made to feel welcome. A relative said, “They do all they can to facilitate [person’s] happiness. I ask [person] if he is happy and he says he is.” The same relative said, “Staff have a good rapport with [person] it’s not stiff.” Staff told us they truly valued the support they gave to people at Primrose Road and it made them happy to see people happy and improve. A member of staff said it made them feel good when they had supported someone and the person would say, “Thank you for taking care of me."

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

People were observed making choices about how they spent their time and were actively engaged in activities that reflected their interests and preferences. People accessed the local community when they wished and were supported by staff to travel safely and participate in opportunities important to them. This demonstrated that people were supported to have choice and control over their lives, with staff promoting independence, respecting individual preferences, and enabling people to make decisions about their day-to-day activities.

People were supported to take part in meaningful experiences that enhanced their quality of life. A relative spoke positively about their family member's holiday with Primrose Road, telling us, “They [staff] took him to Butlins and got him a mobility scooter,” highlighting the support provided to enable access and participation.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.