Palmersdene

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. People and relatives confirmed staff took time to get to know them. A relative said, “They encourage [family member] to go to the lounge. They watch the personalities, they rearrange the furniture so that people can sit together who get on.”

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.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans described people’s preferred communication methods. The provider could make information available in various formats, depending on people’s individual needs. A relative said, “They [staff] take their time to understand [family member].”

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. A relative said, “We talk every day, they listen, yesterday my concerns were dealt with straight away.” The provider had various opportunities available for people and relatives to share their views about the care provided at Palmersdene. This included regular meetings and surveys. Improvements were fed back so people could see how their information was used.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were available at all times to provide care and support. People and relatives confirmed this. A person said, “There are enough staff, all the time.” Areas of the home had been adapted to suit the needs of people living with dementia, such as themed areas and signage.

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. People experienced positive outcomes and were involved in a range of activities. A person said, “There are arts and crafts during the day.”

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. People were able to discuss their future care plans, and these were recorded in specific care plans.