Primrose Healthcare Services Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question Good. At this assessment the rating has remained as Good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The provider ensured smooth transitions between services by carrying out assessments prior to care being delivered. This typically happened either in the person’s own home or in a hospital setting whilst they were awaiting discharge. The assessments carried out ensured that the service could meet people’s needs prior to the care package being started. One person told us, “At the initial visit we discussed what I wanted and needed, and Primrose set up the package I wanted and now get.”

People’s care needs were reviewed on a regular basis, or as and when changes in their care needs arose. The registered manager told us, “Care plans are reviewed every 6 months or when needed if their needs change all of a sudden.” People confirmed this, with one person saying, “The staff member is faultless. He is always assessing ways that make things easier for me. Instead of trying to put my trousers on standing up and wobbling, he’s got me putting them on the bed much safer and I can do it myself without help.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Staff followed guidance and evidence-based care prescribed by health professionals. For example, one person required a modified texture diet. The registered manager told us the speech and language team were involved and provided them with the guidance to follow which staff adhered to. This ensured the person received food and drink in a texture that was safe for them.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff handed over important information regarding the people they cared for. One person who received live in care told us, “At changeover they are always punctual, and the carer always stays until next carer arrives so they can have their handover.” Staff were also able to communicate through a function on the provider’s care messaging system. Updates and requests such as if medication needed ordering for a person were communicated through the system, to which the management and office team could respond to confirm action had been taken.

The provider’s staff structure enabled efficient communication. Senior workers line-managed a set of staff members in a geographical area, and regularly sought feedback about people’s wellbeing, health, and if any concerns needed to be escalated. This was then fed back to the management team through regular meetings between them and the senior care workers. Staff felt this system worked well, with one staff member telling us, “The line of communication is good. Everyone is accessible and the workflow has been seamless.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff took steps to ensure people were hydrated in between care visits to prevent medical concerns. One relative told us, “After [family member] is dressed, the carer walks with them down the stairs and checks he is comfortable and has got a drink before they leave.” Staff also encouraged other forms of physical and mental wellbeing. One staff member confirmed, “I help my client eat healthy, stay active, and attend medical appointments. I guide them to make good lifestyle choices.” Another staff member told us they supported people to live healthier lives “By promoting their welfare and wellbeing, maintaining a clean environment, and timely reporting of concerns.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Staff were committed to supporting people to reach goals that were important to them. For example, staff were supporting one person to become more independent with cooking, The registered manager told us, “He wasn’t able to make a sandwich before but now he is, or carers will cook with him.” Reaching these goals helped improve people’s self-esteem and wellbeing.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff ensured they gained consent from people before delivering care. The registered manager said, “Even though the care plan has been approved, we must always gain consent as they may decide one day they don’t want to.” Staff confirmed this approach, with one staff member saying, “I always seek consent before delivering care and explain what I am doing in a way the person understands. If a person lacks capacity, I follow the principles of the Mental Capacity Act 2005, ensuring decisions are made in their best interests and documented appropriately. I stay up to date through regular training and policy reviews.” This ensured people’s rights were protected.