Primrose House

Updated 17 January 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was undertaken by 1 inspector.

Service and service type

Primrose House is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. Primrose House is a care home without nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was announced.

We gave at least 48 hours’ notice of this inspection to ensure the people using the service were not distressed by an inspector visiting.

What we did before the inspection

We reviewed information we had received about the service since they registered. We sought feedback from the local authority who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 1 person who used the service about their experience of the care provided. We spoke with 4 members of staff including the registered manager, clinical lead and care workers.

We reviewed a range of records. This included 1 person’s care record and medication records. We looked at 2 staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 17 January 2023

About the service

Primrose House is a residential care home providing personal and nursing care to up to 2 people. The service provides support to younger adults and older people with mental health needs. The house was divided into two flats. At the time of our inspection there were 2 people living at the home.

People’s experience of using this service and what we found

People were cared for safely. Risks to people’s health and wellbeing had been identified and plans were in place to mitigate risk. Staff had been recruited safely and knew how to protect people from harm or abuse. There were enough staff to meet people’s needs and people received their medicines safely.

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.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 16 September 2021 and this is the first inspection. The last rating for the service under the previous provider was good (published 14 January 2020)

Why we inspected

This inspection was prompted by a review of the information we held about this service.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.