Palmersdene

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Palmersdene provides accommodation with personal care for up to 40 people. 40 people were living at the service when we visited, some of whom were living with dementia. This unannounced assessment was triggered due to concerns about lack of and support for senior staff, medicines management and the length of time since the last inspection. We visited the home on 11 and 26 November 2025.

The home had a positive culture of safety. Staff knew how to report concerns and were confident they would be dealt with correctly. Incidents, accidents and safeguarding concerns were investigated and lessons learnt to prevent recurrence. Environmental risk assessments and health and safety checks were completed. Staffing levels were sufficient, and infection prevention and control measures were followed. Time critical medicines were not always administered on time. There had been no harm caused to people. The provider acted immediately to ensure this was addressed and enhanced the quality assurance systems to ensure this couldn’t happen again. New staff were recruited safely.

People were supported to have maximum choice and control of their lives, and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

Some care plans needed additional information to ensure people received consistent care. Additional risk assessments were required to ensure all potential risks were adequately managed. The provider acted straightaway to address this and to enhance governance systems to consistently identify shortfalls in care and medicines records.

Care was person-centred with staff supporting people well to make choices, maintain independence, and access healthcare services. Staff worked well together and promoted healthier lives. Care plans were tailored to individual needs, although some lacked detail for specific health conditions.

People had opportunities to share feedback, and improvements were communicated. The home promoted inclusion and equity, adapting environments for people living with dementia and offering varied activities.

Leadership was compassionate and inclusive. The registered manager was approachable and supportive, and staff felt confident to speak up. The provider fostered a culture of openness and continuous improvement, with strong community links and initiatives such as veterans’ accreditation and local community events.

People's experience of this service

People and their families spoke positively about the care and support at Palmersdene. They described the home as welcoming, calm, and friendly, with staff who were approachable and respectful. People said they felt safe and well cared for. Families told us there were enough staff and that staff responded quickly when needed. There were warm, patient interactions and light-hearted conversations during lunch, creating a relaxed atmosphere. Activities included arts and crafts, entertainers, and themed events. Relatives said communication was good, and they were kept informed about any changes. They felt able to raise concerns and told us managers were approachable and responsive. People and relatives commented, “There are no improvements, I tell people it’s beautiful”, “It’s lovely, I fit in here” and “I wouldn’t move [family member] because it’s so good.”