Primrose Neurological Centre

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Records we reviewed showed people and, when appropriate, their relatives, were involved in care planning and shaping their care. People told us they were able to discuss their care and support needs. A person who used the service told us, “ I had not been out before I came to live here. I’ve been out, for coffee, for walks, the arcades. I’ve recently been bowling. I went to a supermarket which was a huge deal for me and I did it.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People received care from staff who were working closely with other services. Recommendations from health professionals were recorded and shared with staff. Records showed that if people’s needs changed, further advice was sought, and care was adapted to meet those needs. Visiting health professionals said staff worked collaboratively with them to support person centred care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We observed people were supported in a way that met their individual communication needs. For example, we observed staff supporting people to communicate by ensuring they had time and space to consider the information and respond at their own pace. Care records contained guidance on how best to communicate with individuals, so their individual needs were met.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Information on how people could share their views was available. In addition, we saw regular individual and group meetings were held with people to support them to make suggestions or raise concerns. A person shared, “ I am very forward and honest. I say it if I don’t like it or don’t like something, and I am listened to.”

There was a complaints procedure which was accessible to people and those who were important to them. A relative told us they were confident any concerns they raised would be addressed.

People were supported to shape the service to meet their needs and preferences. A person had suggested an Easter Fair could take place. This was arranged and people took part and helped in the organisation of this. This reflected the commitment of the provider to involve people in the way the service was delivered.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were referred to appropriate professionals to ensure equity in accessing services. Staff told us they worked to ensure people’s rights were upheld and they would challenge any discrimination. One staff member commented, “We constantly promote rights for people, we want them to live life their way.”

Premises were accessible. Mobility aids had been installed in bathrooms and there was specialist shower equipment to support people who had challenges with mobility. There was an accessible garden and seating and shade were available to help ensure their comfort.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff had received training in equality and diversity and were respectful of people’s differences.

Policies and procedures promoted equality, diversity and inclusion and we saw people were supported in a way that upheld their rights and preferences and valued people’s individuality.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future and at the end of their life.

The registered manager told us there was no one receiving end of life care, however staff had received training in this so people could be supported effectively. People had been given opportunities to discuss their wishes at the end of their life.

If people had agreed to set goals for themselves, this was recorded and guidance on how staff could help people achieve these was included in care documentation. This helped ensure staff knew the individual support people needed to achieve positive outcomes. A person shared with us, “This year I am going to walk again and go visit my family again.”