Palmersdene

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 remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and relatives confirmed staff were kind, considerate and respectful. A relative told us, “They care about the people they deal with.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People and relatives confirmed staff provided personalised care that met their needs. A person said, “They are lovely, so caring, they have a bit daft carry on, they are always smiling.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff supported people to be as independent as possible. A relative said, “They staff help [family member] to make choices. They try to get them to choose what they want.”

The provider 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. Staff responded quickly to ensure people’s needs were met in a timely way. When a person started coughing a staff member immediately went to check they were alright, gave them a tissue and offered a drink.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff confirmed the provider and management were supportive. A staff member said, “The care is brilliant, [registered manager] is brilliant, so organised and on the ball. We get loads of support and training.”