The Care Quality Commission

Archived: Primrose Park Limited - Coventry

Unit 28 The Venture Centre, Sir William Lyons Road, University Of Warwick Science Park, Coventry, West Midlands, CV4 7EZ (024) 7669 6992

Provided and run by:
SENAD Community Limited

All Inspections

18 February 2013

During a routine inspection

We visited the offices in Warwick and met with Peter Pierce, the manager. We looked at records, a sample of care plans and responses by people who used the service. We spoke with a staff member on duty. After our visit we spoke with two people who used the service, a relative of one person and a health professional with knowledge of the service. They were all very positive about the service. They emphasised how much it had helped people progress in their lives and how it had minimised the negative impact of issues affecting them. We saw numerous examples in records of how the service had successfully negotiated complex issues regarding people's support and care and how it worked with other professionals to maximise positive outcomes for people. 'Amazing' 'Really helped me' and 'Very happy with them' were typical responses from people who used the service.

We saw that the service managed risks and safeguarding issues well. We saw complaints made by people who used the service had been investigated thoroughly and responded to appropriately.

14 February 2012

During an inspection looking at part of the service

We carried out this review to check on the care and welfare of people using this service.

People we spoke with said that they were consulted about the care provided and were involved in decisions about their care. People told us they were happy with the support they received and that it made a difference to their everyday living. People told us they were treated with respect and that care staff maintained their privacy and dignity.

The staff we spoke with showed a good understanding of peoples' support needs. Plans we looked at provided staff with good information about the support required including peoples' individual likes and preferences. People told us that they had support plans in their home and staff confirmed plans are kept up to date.

The people we spoke with said they had regular carers. People told us carers did everything they needed and that staff take their time and do not rush. One person said "My carers are brilliant. They always do things in the way I like". They told us that care staff always completed the support required. People told us that on occasions when care staff were delayed they would be advised of the delay and when to expect the call.

People told us they felt their concerns would be listened to and acted on. Care staff said they were confident concerns reported to staff in the office would be dealt with promptly. Staff we spoke with knew what they would do to keep people safe.