Primrose Bank Care Home

Updated 26 June 2025

Date of Assessment: 09 July, 10 July 2025.

Primrose Bank care home is a service that can support up to 44 older people in an adapted building. At the time of the assessment 32 people were living at the service.

At this assessment we found risks were identified and documented and people’s care records contained detailed information to enable staff to respond to people’s needs and preferences. Safe recruitment practices were in place and staff had received training to maintain their knowledge and skills. The risk and spread of infection was well managed. Audit and quality systems drove improvement and medicines were safely managed.

Staffing was provided by a consistent team of staff who knew people well and treated people with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People were supported to maintain relationships with family and friends. Staff were aware of their responsibilities to raise concerns with the safeguarding authorities if they felt people were at risk of harm or abuse.

The provider ensured people could access external health professionals if the need arose and information was appropriately provided to support continuity of care. People’s nutritional needs were assessed and monitored and people were supported to eat a varied diet of their choice.

The provider supported people to identify events and activities that were important to them and reflected people’s cultural backgrounds and interests. A diverse range of activities were provided, and people were empowered to take part in these to maintain their interests and enrich the lives of them, and their families. The provider extended compassion and empathy to people, their families and staff and encouraged an inclusive environment where respect, caring and the removal of barriers was promoted.

The provider was committed to the improvement of the service and identified ways in which technology could help the delivery of collaborative and seamless care. The provider had introduced electronic systems to enable effective record keeping, sharing of information and enable joined up working with other stakeholders and relatives.

Updated 26 June 2025

People and relatives spoke positively about staff at the service and said they were exceptionally kind and caring. People said they had access to a range of events and activities and these were enjoyable. One person said, “How they organise things is different from any other care home. Last night we had wine and cheese and in three weeks’ time we are having a dinner club with a five course meal and wine. They dress the room up with flowers everywhere and there is an envelope on the table for people to donate to charity, but the meals are free! The meals are always different and they do special food like venison. There can be three chefs in the kitchen when they do this. They do it so well I can’t praise them enough.” And a relative commented, "The variation in activities is fantastic they are never the same. They need weekends off to relax.”

People told us they were happy with the care provided and this was echoed by relatives. One person said, “I am very happy with my care, definitely.” A relative shared, “Speaking on behalf of my wife and her sister, we are more than happy because [family member] is safe in here.”

Documentation showed people were referred to health professionals if the need arose and people received person centred care which met their needs and preferences. One person shared, “They do know how to look after me.”

People and relatives said they felt the service was well run. One person said, “Yes, it is very well managed. It is more like a hotel not a care home.” A relative shared, “Definitely! If it is still around when I need it this is where I want to end up.”

There was a complaints procedure in place and people and relatives were confident any complaints or concerns they had would be addressed.