Primrose Neurological Centre

We found the service was clean, secure and well maintained. Equipment was serviced regularly and checks were carried out to help ensure it was fit to use.

There was a positive and open culture that supported continuous learning and improvement. Risks were identified, assessed, documented and managed. Audits and checks identified shortfalls and drove improvements. Staff told us they were confident in the registered manager and the management team.

Recruitment checks were carried out to help ensure prospective employees were suitable to work with people who may be vulnerable. Staff completed appropriate training and had regular meetings with their manager to access ongoing support and guidance. Staffing was arranged so people’s needs and wishes were met whenever possible.

Care was person centred and focused on people’s goals and aspirations. People were able to give feedback on their care and shape this to meet their needs and preferences. Staff knew people well and supported them to participate in individual areas of interest.

People were referred to external health professionals when needed. Information was shared effectively with other relevant health professionals to support people’s wellbeing. People were provided with a choice of meals, snacks and drinks were available if people wanted these.

When restrictions were required to help maintain people’s safety, these were made lawfully. Staff were aware of the type of restrictions that may occur in a care service and said they would report any concerns to the registered manager.

People were treated with kindness and compassion. Staff protected their privacy and dignity and treated them respectfully. People were supported to maintain relationships with family and friends if they wished to do so. Staff were aware of their responsibilities to raise concerns with the safeguarding authorities if they felt people were at risk of harm or abuse and knew the different ways concerns could be raised.