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Inspection Summary


Overall summary & rating

Good

Updated 17 September 2016

This inspection took place on 28 June 2016 and was announced. Primrose Home Care provides community support and personal care to older people, people living with dementia, people with physical disabilities, and people with sensory impairments, in their own homes. At the time of our inspection there were 39 people receiving personal care.

There was a registered manager in post at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The registered manager and management team promoted extremely strong organisational values. They promoted a caring culture that put people at the centre of everything the service did. The registered manager was knowledgeable about the needs of people using the service.

People and their relatives told us they felt safe with the staff who provided their care and support. Staff were aware of their responsibilities in protecting people from harm and knew how to report any concerns about people’s safety or wellbeing. People had clearly written care plans giving staff the guidance and information they needed to support people safely.

People received care and support from staff who were trained and had the skills required to meet their needs. Staff told us they received training and were supported by the management team. People were asked for their consent before care was provided and where appropriate, people’s capacity had been assessed. People received support with menu planning and shopping when needed and were supported to access appropriate healthcare services when required.

People were supported by staff who they liked and who made them feel comfortable. People described staff as caring and told us they were happy to see them. Staff understood the importance of supporting people in a way that protected their privacy and dignity. People were supported by staff to maintain their independence.

People and their relatives were involved in decisions about their care and support. Staff knew people well and were aware of people’s likes and dislikes. People were aware of who to contact if they were unhappy about any aspect of their care and support and there was a system in place to manage complaints.

Everyone we spoke with expressed their confidence in the management of the service. People using the service, relatives and staff told us they were able to give feedback about the service and were confident they would be listened to. Quality assurance systems were in place to monitor the standards of care and support provided and the provider was aware of their responsibilities as a registered person. Feedback from people and staff was used to develop and improve the service that was provided to people.

Inspection areas

Safe

Good

Updated 17 September 2016

The service was safe.

People were supported by staff who understood their responsibilities in protecting people from harm. Risks were assessed and managed in a way that enabled people to take part in activities without feeling restricted. People were assisted to manage their medicines and received them as prescribed.

Effective

Good

Updated 17 September 2016

The service was effective.

People were supported by staff who received training relevant to their role. People were asked for their consent before care and support was provided and staff supported people to make their own decisions. People were supported to access relevant healthcare services when required.

Caring

Good

Updated 17 September 2016

The service was extremely caring.

People were supported by staff that were cheerful and extremely caring. People were treated as individuals and were involved in every aspect of their care. Staff were caring and regularly carried out tasks in addition to those required to meet people’s identified needs. The importance of building consistent caring relationships was valued by everyone in the organisation.

Responsive

Good

Updated 17 September 2016

The service was responsive.

People and their relatives were involved in the assessment and planning of their care and support. Staff supported people to follow their interests and were aware of their needs and preferences. People knew how to complain and were confident any concerns raised would be taken seriously.

Well-led

Outstanding

Updated 17 September 2016

The service was extremely well led.

There were strong organisational values that were promoted through every level of the service. There were exceptional levels of kindness and compassion for people, relatives and staff. The service continually sought ways to improve the service by consulting with people and staff.