Primrose Bank Care Home

At this assessment we found risks were identified and documented and people’s care records contained detailed information to enable staff to respond to people’s needs and preferences. Safe recruitment practices were in place and staff had received training to maintain their knowledge and skills. The risk and spread of infection was well managed. Audit and quality systems drove improvement and medicines were safely managed.

Staffing was provided by a consistent team of staff who knew people well and treated people with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People were supported to maintain relationships with family and friends. Staff were aware of their responsibilities to raise concerns with the safeguarding authorities if they felt people were at risk of harm or abuse.

The provider ensured people could access external health professionals if the need arose and information was appropriately provided to support continuity of care. People’s nutritional needs were assessed and monitored and people were supported to eat a varied diet of their choice.

The provider supported people to identify events and activities that were important to them and reflected people’s cultural backgrounds and interests. A diverse range of activities were provided, and people were empowered to take part in these to maintain their interests and enrich the lives of them, and their families. The provider extended compassion and empathy to people, their families and staff and encouraged an inclusive environment where respect, caring and the removal of barriers was promoted.

The provider was committed to the improvement of the service and identified ways in which technology could help the delivery of collaborative and seamless care. The provider had introduced electronic systems to enable effective record keeping, sharing of information and enable joined up working with other stakeholders and relatives.