Palmerston House Care Home

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.

We observed kind, compassionate and respectful care. People told us they felt that care was respectful and dignified. A person said, “[Staff] always knock on my door before they come in.”

A social worker shared their observations with us, “When visiting the services I have always observed:

Staff speak respectfully and patiently to residents.

Residents appear relaxed, comfortable, and willing to engage with staff.

Staff knock before entering rooms and respect privacy.

People are offered choices about their daily routines and activities.

Interactions between staff and residents appear warm, friendly, and unhurried.”

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.

One person had regular visits from their [family member]. The service facilitated meals between them also providing a meal for the visiting family member to allow meaningful visits and interaction.
There were positive reports from multiple professionals who work with the home for example one told us, “Staffknow each person’s life history, preferences, interests, and routines. [Staff] respect personal choices, such as when to get up, what to wear, what to eat, and how to spend the day.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

There was an instance where a person using the service wanted to purchase and manage some medicine independently. The provider worked with them, the local authority and an IMCA (Independent Mental Capacity Advocate) to manage this safely and enable the person to do this.

People told us they felt able to make their own decisions and could choose what they did. One person said, “Yes, I do what I want to do.” Another told us, “Yes, definitely, I can come and go as I want.”

A professional told us, “[Staff] Support independence by encouraging residents to do as much as they can for themselves.”

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.

A call bell system was in place, and we observed staff responding to these in a timely manner. Staff were observed checking call bells were within reach for those cared for in bed.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

There were multiple ways that staff were supported in their wellbeing and enabled to provide good care. Supervisions were heldin line with the provider'spolicies,the provider was actively working to increase frequency of supervisions. There were also regular staff meetings where a variety of relevant topics were discussed, and staff were able to engage and speak up.

A staff member told us about a time they required extra support due to personal circumstances; they shared that the manager and staff supported them emotionally and practically such as being flexible with shifts and work times. They added, “The management side is very supportive.”