Primrose House Care Home

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. This is the first assessment for this service. This key question has been rated 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.

The registered manager and all staff were passionate about delivering a person-centred service. Care plans reviewed on a regular basis and reflected people's diverse needs. People and their relatives confirmed the staff adopted a holistic approach, treating individuals with dignity and respect, and supporting them in line with their personal preferences.

Systems were in place to ensure people were involved with the planning, monitoring and reviewing of their care, this meant people were at the centre of this. Comments from relatives included, "I was involved in developing [relatives name] care plan and I visit every day. Staff will bring anything we need to know to our attention." And "I’ve been involved in the development of the care plan. I ask to review the care plan every few weeks, the staff are great at keeping us up to date with [relatives name] care and needs, we work together, it’s a good service."

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.

People were supported to make links in the wider community and there was a proactive focus on community-based activities. For example, People attended external support groups relevant to their health conditions. The registered manager facilitated opportunities for them to share the support and experience with others in the service who had similar health needs. This created a sense of belonging and helped people feel understood, promoting their wellbeing and reduced feelings of isolation.

Staff gave clear examples of how they supported people to access a variety of care provision within the local community. Comments from staff included, “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 referrals when needed." And "We work with a variety of health professionals, this includes specialist nurses who are really helpful in providing advice to us to help people."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider ensured information was available in formats that were tailored to individual needs and in line with The Accessible Information Standard (AIS). The AIS sets out how organisations should ensure people who have a disability, impairment or sensory loss get information they can access and understand and any communication support they need from health and care services.

People had communication care plans in place which ensured that the staff were aware of their preferred methods of communication.

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.

People were encouraged to share their feedback, ideas, or concerns about the care, treatment, and support they received. Regular meetings were held with people, and minutes from these showed that people were encouraged to contribute suggestions, which were considered for service improvements.

Staff gave clear examples of how they actively involved individuals in decisions regarding their care. Relatives confirmed that staff continually kept them fully informed about any changes in their loved one’s care and support needs.

System and processes were in place to ensure complaints were responded to in line with the providers own policy and procedure.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Care records demonstrated that people had access to a variety of health and social care services tailored to their needs. Staff ensured referrals for treatment or specialist advice were made appropriately when required. This included speech and language therapists, dietitians, Parkinson’s nurses, diabetic nurses, continence nurses, and tissue viability nurses.

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.

The registered manager understood and considered the importance of ensuring people were involved and listened to and considered any inequalities and barriers they may face. Staff received training in equality and diversity and showed understanding of discriminatory practices. The service worked with people and their relatives to provide appropriate care in line with people's protected characteristics.

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 had end-of-life care plans in place, which included meaningful details about their wishes for care during this time. Where individuals lacked the capacity to express these preferences, the provider gathered information from relatives and those closest to them. Each plan reflected personal choices and values, including religious beliefs, and outlined any medications required to maintain comfort and dignity throughout the end-of-life period.