Primrose Neurological Centre

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of assessment: 20 May 2026. Primrose Neurological Centre is a residential service that can support up to 7 people who may be living with mental health challenges and /or dementia in one adapted building. At the time of the assessment 6 people were living at the service, two of which received the regulated activity of personal care.

We found the service was clean, secure and well maintained. Equipment was serviced regularly and checks were carried out to help ensure it was fit to use.

There was a positive and open culture that supported continuous learning and improvement. Risks were identified, assessed, documented and managed. Audits and checks identified shortfalls and drove improvements. Staff told us they were confident in the registered manager and the management team.

Recruitment checks were carried out to help ensure prospective employees were suitable to work with people who may be vulnerable. Staff completed appropriate training and had regular meetings with their manager to access ongoing support and guidance. Staffing was arranged so people’s needs and wishes were met whenever possible.

Care was person centred and focused on people’s goals and aspirations. People were able to give feedback on their care and shape this to meet their needs and preferences. Staff knew people well and supported them to participate in individual areas of interest.

People were referred to external health professionals when needed. Information was shared effectively with other relevant health professionals to support people’s wellbeing. People were provided with a choice of meals, snacks and drinks were available if people wanted these.

When restrictions were required to help maintain people’s safety, these were made lawfully. Staff were aware of the type of restrictions that may occur in a care service and said they would report any concerns to the registered manager.

People were treated with kindness and compassion. Staff protected their privacy and dignity and treated them respectfully. People were supported to maintain relationships with family and friends if they wished to do so. Staff were aware of their responsibilities to raise concerns with the safeguarding authorities if they felt people were at risk of harm or abuse and knew the different ways concerns could be raised.

People's experience of this service

People were respected by staff who understood their needs and preferences. A person shared, “It’s a nice place, I like it.” People were supported to achieve positive outcomes which had been agreed by them and relatives if appropriate. Individual activity planners were designed with people to support their interests and achievements of goals.

Individual and group meetings were in place to support people to give feedback on their care, and people and relatives were involved in care planning. People were referred to health professionals who said the service worked well with them to support people to achieve their chosen outcomes. People’s privacy was respected and we observed staff offering people choice and being caring and kind. People were involved in care planning and supported to make decisions on their future. These were documented and reviewed to ensure people’s aims and goals were communicated and understood.