Primrose Bank Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Relatives consistently told us they were involved in their family members care and they were contacted if decisions needed to be made.

Records we reviewed showed people and when appropriate their relatives, were involved in care planning. People told us they were able to discuss their care needs. One person told us, “When I first came in here, we set it up. It is reviewed every so often.” A relative told us, “We sat down and put a care plan in place when they first came in. As things have changed, we have changed their care plan. Occasionally we will have a chat about it.”

Our observations during the assessment showed staff knew people and staff were able to describe the help and support people needed, as well as their individual preferences.

People and relatives praised the meals and food at the service. There was a varied menu in place which catered for individual needs and preferences. The service chose to support local businesses by buying fresh, local produce whenever possible and people were asked their views on the food provision. If people chose not to eat the main meal, an alternative of their choosing was provided. Comments we received included, “We have two excellent chefs who have been head chefs at restaurants. I thought I would only be here for three years but it has been seven years and that is because of the food. I try to eat well” and “you can have what you want.” Also, “The food is out of this world.” During the day we saw people were offered a selection of hot or cold drinks, with snacks and there were ‘nutrition and hydration stations’ at various points within the service. These enabled people to help themselves to drinks and snacks if they wished to do so.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People received care from staff who were working closely with other services. Recommendations from health professionals were recorded and shared with staff. Records showed that if people’s needs changed, further advice was sought, and care was adapted to meet those needs

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We observed people were supported in a way that met their individual communication needs. For example, we saw one person was helped to understand by writing information down. Care records contained guidance on how best to communicate with individuals, so their individual needs were met.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had systems for people to share feedback and ideas, or raise complaints about their care, treatment and support. There was a complaints procedure in place which was accessible to people and those who were important to them. The provider told us there been no complaints made to them since the last assessment. They explained they preferred to resolve any concerns before they became complaints.

There was a suggestion box in the lounge and people could raise any suggestions with staff or at ‘residents meetings’. The provider had also invested in an electronic entry and exit recording system. This included a short electronic survey which was completed by all visitors. This was reviewed daily by the management team, and we saw responses were positive.

The provider ensured people could access the care, support and treatment they needed when they needed it. Relatives told us their family members rights were upheld as people were referred to appropriate professionals to ensure equity in accessing services. Staff told us they worked to ensure peoples rights were upheld and they would challenge any discrimination. One staff member commented, “Peoples’ rights are paramount.”

The premises were accessible. Ramps and a lift were in place to support people who had mobility challenges and mobility aids had been installed in bathrooms.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff were respectful of people’s differences. Their interactions with people showed an awareness of valuing differences in others. Care records demonstrated people were able to access services when these were needed to meet their individual and unique needs. Records showed individualised care was delivered to meet people’s needs. One relative commented, “The big gift they have here is knowing all people are different.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Where people had shared their end of life wishes, these were documented and known by staff. During the assessment we saw documentation which showed staff had supported a person to plan for their end of life by accessing independent information. This enabled them to make decisions and share these with relevant people.