Palmersdene

The home had a positive culture of safety. Staff knew how to report concerns and were confident they would be dealt with correctly. Incidents, accidents and safeguarding concerns were investigated and lessons learnt to prevent recurrence. Environmental risk assessments and health and safety checks were completed. Staffing levels were sufficient, and infection prevention and control measures were followed. Time critical medicines were not always administered on time. There had been no harm caused to people. The provider acted immediately to ensure this was addressed and enhanced the quality assurance systems to ensure this couldn’t happen again. New staff were recruited safely.

People were supported to have maximum choice and control of their lives, and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.

Some care plans needed additional information to ensure people received consistent care. Additional risk assessments were required to ensure all potential risks were adequately managed. The provider acted straightaway to address this and to enhance governance systems to consistently identify shortfalls in care and medicines records.

Care was person-centred with staff supporting people well to make choices, maintain independence, and access healthcare services. Staff worked well together and promoted healthier lives. Care plans were tailored to individual needs, although some lacked detail for specific health conditions.

People had opportunities to share feedback, and improvements were communicated. The home promoted inclusion and equity, adapting environments for people living with dementia and offering varied activities.

Leadership was compassionate and inclusive. The registered manager was approachable and supportive, and staff felt confident to speak up. The provider fostered a culture of openness and continuous improvement, with strong community links and initiatives such as veterans’ accreditation and local community events.