Primrose House Care Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. This is the first assessment for this service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People's care needs were fully assessed prior to moving into the service. Assessments were completed and used to develop person-centred care plans for people. Care plans were regularly updated to include information about people’s health and wellbeing. However, the changes and updates were not always presented clearly. In some cases, when people’s needs changed, previous care requirements were not removed from the care plan. This resulted in conflicting information and made the plans confusing to follow.

Staff demonstrated a strong understanding of individuals’ presentations and wellbeing needs. Where people's needs changed, records were updated, and appropriate action was taken to ensure these needs were regularly assessed and managed.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

The provider worked closely with people to make sure their care and support were based on what really mattered to them. People and their relatives were involved in making decisions about their care, and their views and preferences were clearly recorded and followed. On person told us "They [staff] know what I need to get better, and they are forever checking in on me and reminding me to keep my feet up."

The registered manager had a good understanding of current evidence-based guidance, standards, and best practice which was demonstrated by staff who were competent and appropriately trained.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

People were supported to access services which enhanced their wellbeing, supported them to rehabilitate and maintain their independence. The service worked with a variety of professionals which included, GP's, district nurses and physiotherapists.

A weekly ward round was completed and staff communicated well with professionals to ensure people who required support, received this in a timely way. Records contained detailed accounts of professional visits the advice given which was then reflected within care plans and continually monitored and reviewed by staff. A health professional told us "The service is great. The staff are really proactive in following advice and are always keen to share information with us on how people are doing."

Systems and processes from some external partners did not always prioritise timely care for people. The registered manager was fully aware of how these external processes were affecting people and took proactive steps to address the issues, ensuring that people received holistic and effective care.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People were encouraged to live a healthy lifestyle and where possible, reduce their future needs for care and support. Staff knew people well and were quickly able to identify any changes to their health and wellbeing. One person told us "The staff encourage me to maintain my independence and help me with all sorts of things like keeping my room tidy, but they also know when my [health condition] is worse and encourage me to rest."

The service offered a healthy menu featuring homemade, nutritious meals. A variety of snacks, including fresh fruit, were available. We observed staff actively encouraging individuals to maintain adequate fluid intake, which was also supported by recorded documentation.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People's care was continuously monitored. Daily records were detailed and demonstrated regular care and support from staff. Health professional records were adhered to and followed up on to maintain people's health.

The registered manager and all staff showed a strong commitment to continuously monitoring and enhancing people’s quality of life. This was clearly demonstrated through detailed records and positive feedback from people and their relatives.

One person told us, "I am very happy here, my room is lovely, the staff are fantastic, and nothing is too much trouble. They [staff] look after me well, always checking I'm ok." A relative told us, "I visit every day, and the staff will bring anything we need to know to our attention. We are informed of the outcome of the GP visit, which is every Friday." A staff member told us, "We constantly monitor people's needs which varies from person to person, but we do this to ensure that we can identify any changes and make sure we are giving the correct care.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People were supported to make informed decisions. Records showed consent was sought, and where individuals lacked capacity, decisions were made in line with the Mental Capacity Act 2005 (MCA). Staff were trained in MCA, and completed assessments for care-related decisions, this included capacity assessments and best interest decision records.

We observed people were offered choices throughout the assessment site visits, and both people and their relatives’ felt staff were respectful of their wishes.