What the CQC found at Primrose House

Care plans described people's needs, preferences and how they wanted support. Staff knew people well and adapted communication for those who did not communicate verbally.

“People's needs were captured in comprehensive care plans which contained detailed information about how they wished to receive their care and support.” from the report

Inspectors observed staff treating people with dignity and respect. Relatives and professionals also described the staff as kind and caring.

“People had developed caring relationships with their care workers.” from the report

Trained staff gave medicines as prescribed, with competency checks and accurate records. The home also had systems to follow up gaps or mistakes.

“People received their medicines from trained staff who had their competency checked.” from the report

The home had checks covering care files, medicines, staff records and daily records. Feedback was collected from people, relatives and professionals.

“There were robust management systems in place to promote person-centred care.” from the report

Inspectors found that a recent legionella test had not been completed, although water safety checks had been monitored. The manager said this would be arranged.

“We noted that although the provider had monitored water safety checks, a legionella test had not recently been carried out.” from the report

The home was still creating a plan for events such as bad weather or staff sickness. Inspectors were told these risks had been managed effectively before.

“The provider was in the process of creating a business continuity plan to manage risks such as bad weather, or staff going sick” from the report