Palm Court Nursing Home

There was a good ethos within the service of treating people with dignity and respect. People were at the forefront of the service delivery and the provider was committed to providing a good quality service. We received generally positive feedback from people, staff and relatives. Any issues were already known by the service and were being addressed. For example, ensuring that individuals were receiving adequate engagement and leisure activities through improved recording and auditing. The feedback reflected staff were kind, caring and committed. A relative said, "The staff are as near to perfect as you can get. They bring [person's name] doughnuts. I feel I can go home and know [person's name is ok." People complimented the continuity of care provided by regular staff, especially during the pandemic, which contributed to the building of meaningful relationships.

Care and support plans were reviewed and changed as people's needs changed. The service worked closely with healthcare professionals. People were supported to maintain good health and to meet their nutritional needs.

Staff told us they were supported by the management team. The manager and management team provided supportive leadership and had developed a dedicated staff team who were committed to the vision and values of the service.

The provider had effective quality assurance systems in place which were used to drive improvement.

People living at Palm Court who were able to communicate effectively told us they received safe care from skilled and knowledgeable staff. Staff knew how to identify and report any concerns.

The provider had safe recruitment and selection processes in place. Risks to people's safety and well-being were managed through a risk management process.

There were sufficient staff deployed to meet people's needs.

Medicines were managed safely, and people received their medicines as prescribed.

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.