Archived: Primecare

We visited the rooms of people living there and found that call bells were connected. For those people resting in their rooms, they were either holding the call bell or it was in close proximity to them. This enabled them to call for help if they needed it.

We spoke with relatives of people using the service and we were told that they had experienced call bells being disconnected. One person said, "I have found the call bell disconnected on two occasions recently. Once my relative was soaking wet and I was told by a member of staff that they would deal with it after they had handed over to the next shift." The general view from people we spoke with was that care was good but at times the standards dropped.

We found that the provider had systems in place to reduce the risk of exposure to a health care associated infection. Carers were able to manage the cleaning of the home and provide appropriate levels of care for people without the risk of infection.

The equipment made available by the provider was in working order, sufficient in quantity and repaired when necessary in a timely fashion.

The staff were supported by their line managers and there was a culture of openness within the service. Staff had not experienced any bullying, harassment or victimisation.

We found that all care plans were going through a change of format that had added to their quality. Improvements included more details about people's history and this made them more person centred. Risk assessments were clearer, including the steps to take to reduce such risks.

We found that the equipment used in the home, such as mobile hoists, mobility baths and wheelchairs were suitable and sufficient in number. A robust maintenance programme was in place that included the regular inspection and servicing of equipment to ensure people were safe. Staff had undertaken relevant training to use the equipment safely.

Service users, relatives and staff we spoke with told us that there were sufficient numbers of suitably qualified staff available to meet the care needs of people living in the home. We found that staff numbers and training levels were being maintained and the home had a system in place to manage any shortages that occurred.

The home had an effective system for managing comments and complaints. Relatives we spoke with were confident that any issues raised would receive the appropriate attention from staff at the home.

One person said, 'It is so nice and friendly here, the staff always have a happy face and offer me the help that I need, they treat me with respect.' One visiting relative said, 'The staff are always welcoming and around when you need them and they always take the time to explain things to me.' Another visiting relative said, 'The home was recommended to me by several people and we are so pleased with the service.'

People told us that their needs were met at Primecare. They said that all of the staff were supportive, cheerful and there when needed. The pre-admission assessments, care plans, daily notes and risk assessments were detailed and informative.

We found that staff had been trained and had received regular updates in their training. Staff told us that they felt well supported to do their work. People had expressed their views and were involved in making decisions about their care and treatment.