Primrose Lodge

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the service 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.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

Description: We always treat people with kindness, empathy and compassion and we respect their privacy and dignity. We treat colleagues from other organisations with kindness and respect.

Quality Statement Score: 3

We scored the service as 3. The evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff attitudes and behaviours when interacting with clients showed that they were discreet, respectful and responsive, providing clients with help, emotional support and advice at the time they needed it. There was a lovely atmosphere at the service and we witnessed many positive interactions between clients and staff. All of the staff we spoke to were proud to work for the service and passionate about supporting clients in their recovery.

Staff directed clients to other services when appropriate and, if required, supported them to access those services. Clients and relatives told us that the service arranged for them to attend support meetings once they were discharged from the service, which they felt was important to their recovery. Staff also supported clients with housing support options following discharge.

Staff understood the individual needs of clients, including their personal, cultural, social and religious needs.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards clients without fear of the consequences.

Staff maintained the confidentiality of information about clients.

Description: We treat people as individuals and make sure their care, support and treatment meets their needs and preferences, taking account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Quality Statement Score: 3

We scored the service as 3. The evidence showed a good standard. The service 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.

The service made adjustments for disabled clients – for example, by ensuring disabled people’s access to premises and by meeting clients’ specific communication needs. The service had 1 fully accessible bedroom, suitable for a person with mobility or accessibility needs. This had wider doorways and an alarm system fitted in the bathroom.

Staff ensured that clients could obtain information on treatments, local services, clients’ rights, how to complain and so on. Staff displayed lots of information in the communal areas of the service.

Clients had a choice of food to meet the dietary requirements of religious and ethnic groups and to account for allergies and intolerances. The chef at the service consulted clients about the menus. They did daily food ordering which enabled them to accommodate any special dietary requirements promptly. The chef had posters in the kitchen with pictures of clients and details of any special dietary requirements or allergies they had. Staff provided a separate toaster for gluten free bread to prevent cross-contamination with products containing gluten. All of the clients we spoke to gave positive feedback about the food.

Staff ensured that clients had access to appropriate spiritual support. Staff told us that clients were supported to attend places of worship.

Description: We promote people’s independence, so they know their rights and have choice and control over their own care, treatment. and wellbeing.

Quality Statement Score: 3

We scored the service as 3. The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff involved clients in their care planning and risk assessment and actively sought their feedback on the quality of care provided to them. Clients had ample opportunities to give feedback on the service including in the weekly community meeting, exit survey and online reviews.

There were standards of conduct in place at the service, for example, clients were only allowed to use their phones at certain times of day and expected to be in their bedrooms by 11pm at night to promote good sleep habits. Clients agreed to these as part of their contract with the service and they were displayed in communal areas as a reminder. We saw that where clients were in breach of the contract they had been issued with written warnings.

Staff understood and respected the individual needs of each client. Staff we spoke with were knowledgeable of clients’ individual needs and spoke about how they involved clients in their care and treatment.

The service provided a variety of food to meet the dietary and cultural needs of individual clients. Fresh fruit, drinks and a range of appropriate snacks were available

Description: We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.

Quality Statement Score: 3

We scored the service as 3. The evidence showed a good standard. The service 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.

Staff were aware of and dealt with any specific risk issues, such as falls, and care planned for these accordingly. If clients were at risk of falls staff would issue them with an alarm so they could easily request assistance from staff if needed. The service also had a falls protocol in place to assist staff in supporting clients who had a fall and to advise them on when to seek medical attention.

Staff were trained in de-escalation techniques and told us they felt confident in managing clients who may become agitated during their treatment.

Staff frequently escalated concerns about clients’ physical health to the doctors. However, we saw in 1 clients’ file that there were several mentions of them becoming very confused, but no action had been taken in relation to this. We raised this with the registered manager during the inspection and staff completed a mini mental state examination for the client.

Description: We care about and promote the wellbeing of our staff, and we support and enable them to always deliver person centred care.

Quality Statement Score: 3

We scored the service as 3. The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff unanimously told us they felt respected, supported and valued. They felt positive and proud about working for the provider and their team. Staff told us about how they had been supported to pursue learning opportunities relevant to their role, and to progress within the service.

Staff had access to support for their own physical and emotional health needs through an occupational health service.

The service’s staff sickness and absence rate was low at 1.8%.

The provider recognised staff success within the service. The provider had a number of initiatives in place to celebrate and reward staff success, for example gifting vouchers to staff.

Staff appraisals included conversations about career development and how it could be supported. All staff had received an appraisal within the last year.

Staff wellbeing was prioritised by managers. For example, the service had recently changed their staffing model to have 2 staff awake on shift overnight, rather than one awake and one sleeping. The room previously used for staff to sleep in was being converted into a space that staff could utilise on their breaks. We saw in team meeting minutes that staff were regularly encouraged to ensure they took proper breaks.