Primrose Healthcare Services Limited

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 as 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.

People and their relatives spoke highly of the staff, stating they were always compassionate in the way they delivered care. One person told us, “I have both male and female carers. I’m never made to feel uncomfortable.” Another person said, “Carers are respectful. When they come in, they always greet me ‘Hello [name]. How are you today?’ If it's a new carer, they always introduce themselves.” A relative added, “It’s their general manner, they are friendly, treat [family member] with respect and they always ask me how I am.”

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.

People felt staff knew them as an individual and what was important to them. Comments from people and their relatives included, “I always discuss the football matches with the carers”, “I always have good conversations with carers. I talk about my younger days”, and “Carers go out with him and walk around the garden he loved to look after. He loves to look at his 3D models, and they stand with him looking and talking about them.” This helped staff build rapport and trusting relationships with people when delivering care.

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

People told us staff encouraged their independence and choice. One person told us, “I am encouraged to do things for myself. My carer always says, ‘Let's see what you can do’.” Another person said, “They always ask what help I would like, they don't force me. On good days I like to wash and dry myself, and carers always ask if I need help. They stay with me just to give me reassurance. They don’t take over.” A further person added, “When carers first came, they did the washing up. Now the carer says, ‘Let’s see what you can do today’. I get lots of encouragement to be independent.” This helped people to still feel in control of important elements of their lives and retain valuable independence skills where possible.

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.

Relatives felt reassured that staff knew how to respond to signs of distress and adapt their approach to care delivery so not to cause further anxiety in people. One relative told us, “When it became obvious that showering was too stressful for [family member], without hesitation they offered a strip wash.” Another relative said, “Carers are good at redirecting [family member] and are very good at calming him down.” Staff also acted quickly in a medical emergency to ensure people received the care they required. One relative told us, “[Family member] had fallen. When the carer came, they insisted that he needed to be checked over just in case he had an injury. They noticed a mark on his back and advised the doctor was called. They care about him.” This gave relatives peace of mind that staff would act to minimise pain or distress to people in a timely manner.

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

Staff informed us of a variety of ways the provider encouraged their wellbeing. One staff member told us, “To support my wellbeing, they provide flexible working arrangements and create a positive and supportive working environment.” Another staff member said, “The management encourages meto go on holidays and ensure I havea work-life balance. Good work is recognised and appreciated. An end-of-year party is usually organised where awards are given to outstanding individuals. I won the award for the 'Most Caring Carer' 2 years ago. I really felt appreciated.”

The registered manager felt it was important staff were able to socialise out of the work setting to promote their wellbeing. They told us, “We try out best. We make sure [staff] hear of any positive feedback about them. Sometimes we just have get-togethers and mingle. We go to the park and they bring their families.” They felt this was an important factor in encouraging teamwork amongst staff.