Primrose House

People's needs were assessed before they came to live at Primrose House and people were involved in planning the care and support, they needed. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were cared for by staff who were well trained and skilled to deliver the support they needed. Staff had regular supervision and were encouraged to develop their knowledge and skills. Staff supported people to eat a healthy diet and access other health professionals when needed.

Staff were kind and caring and were passionate about delivering good care and support to people. People were supported to speak up for themselves and their privacy and dignity were respected. People said there was nothing that was too much trouble for staff.

People felt listened to and knew how to make a complaint if they needed to. Their independence was encouraged and staff supported people, when needed, with activities people liked to pursue. Staff knew people well.

There were effective systems in place to monitor the quality and standard of the service. People and staff were asked regularly for their feedback which was used to develop the service. The registered manager was passionate about ensuring people were at the heart of everything they did. Staff felt appreciated and were consistently positive about the management of the service. Staff were supported within their roles and the registered manager supported staff with their wellbeing. Staff told us they enjoyed working at Primrose House and felt respected at work.