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Inspection Summary

Overall summary & rating


Updated 7 August 2019

About the service

Primrose Homecare Ltd is a domiciliary care agency providing personal care to people who live in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection 30 people used the service.

People’s experience of using this service and what we found

People consistently experienced good care because the service was exceptionally well-led and organised. The provider’s values were shared and practiced by staff who people often referred to as being like family members.

The provider supported people to expand their social circle and to be as active as they wanted to be in the local community. This protected people from the disadvantages of social isolation and loneliness.

People told us they felt safe because of the quality of care they experienced. The provider took exceptional care when recruiting new staff to ensure they met the values of the service. Care workers understood and practised their responsibilities to keep people safe from harm.

People were supported by care workers who had the right skills and knowledge to provide care that met people’s assessed needs. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People consistently told us that care workers were kind and caring. They told us care workers often went the extra-mile to support them with their needs and preferences. Care workers respected people, treated them with dignity and involved them in decisions about their care.

People experienced continuity of care because they were supported by a core team of care workers who understood their needs. This meant people experienced care and support that was responsive to their needs. People consistently reported that they were very satisfied with the quality of care and support they experienced.

The provider had a clear vision of providing care and support that maintained people’s independence and quality of life. Staff were motivated by this and were committed to providing high quality care. The provider used people’s feedback to drive improvements and they continually sought ways to further enhance people’s experience of the service and to support people to be active members of their community.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was Good (report published 17/09/2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 7 August 2019

The service was safe.

Details are in our safe findings below.



Updated 7 August 2019

The service was effective.

Details are in our effective below.



Updated 7 August 2019

The service was caring.

Details are in our caring findings below.



Updated 7 August 2019

The service was responsive.

Details are in our responsive findings below.



Updated 7 August 2019

The service was well-led.

Details are in our well-led findings below.