Primrose Neurological Centre

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 comprehensive assessment, we rated this key question requires improvement. At this assessment the rating has changed to 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.

We observed staff interacting with people in a caring and gentle way and people told us staff were respectful. One person said of the staff, “I get on well with the staff. I enjoy the banter. There is never a dull moment.” A relative described staff as, “Polite.” A health professional shared that staff treated people with respect and kindness and they felt respected by staff.

Staff protected people’s dignity by enabling privacy. Staff knocked and waited before entering bedrooms and conversations about people’s needs were held in a private environment, so their confidentiality was maintained.

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 were supported by staff who knew them well. Staff knew people’s backgrounds and histories. We observed staff speaking with people about their interests and what was important to them. Care records we viewed contained detailed information on people’s lives, what was important to them and the help they needed to meet their goals and maintain their health. A staff member told us, “All the care here is about them, what they want and how we can help them get to where they want to be.”

Staff supporting people’s preferences and choices. For example, one person liked to do jigsaws in the lounge and had chosen to display one on a table. A further person chose not to speak with us and asked staff to put a sign on their door so they wouldn’t be disturbed. This demonstrated staff followed people’s individual wishes and respected these.

The provider listened to and understood people’s needs, views and wishes. Staff respondedto people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A person at the service had expressed concerns regarding changes to the level of support they received. This was discussed with the person who became more reassured and comfortable with the arrangements. We observed staff responding quickly to people if they needed help and support.

The provider listened to and understood people’s needs, views and wishes. Staff respondedto people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A person at the service had expressed concerns regarding changes to the level of support they received. This was discussed with the person who became more reassured and comfortable with the arrangements. We observed staff responding quickly to people if they needed help and support.

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

Staff consistently told us they felt the registered manager was approachable and listened to them. One staff member said they had regular meetings with the registered manager and could approach them if they wanted clarity or support. They said, “I have someone to turn to if I need it.”

The registered manager considered staff wellbeing. This was discussed at regular individual meetings with staff to identify if any changes were needed to support this.