Palmarium

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We reviewed all 5 quality statements for this key question.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Relatives told us staff were kind and caring, worked hard and knew people well. People appeared comfortable with the staff and able to approach them for assistance.

Staff told us they worked as a team to ensure they understood peoples wishes and needs and responded to them quickly. One member of staff said, “We work as a team to respond to people with compassion. I see kindness from my team every day. Everyone here wants to support people and be the best we can for them.”

We did not receive any information of concerns from professionals about this quality statement.

We observed people were comfortable around staff, we saw staff supporting people in a kind and compassionate way. Staff communication was very positive while supporting people.

People had individualised packages of care which enabled them to live their own lives. This included regular 1-1 and 2-1 hours to support people to do personalised activities and access their local community.

Staff told us about the person-centred care they provided. Staff were knowledgeable about people’s needs and told us how they worked hard to get to know people. For example, a member of staff told us, “Staff go out of their way to understand what [person] wants. [person] might say they want 1 thing but might use a different word. Staff go out of their way to find out what [person] wants. We talk with [relative] and try and find out what it is [person] wants.”

We observed staff supporting people in a person-centred way. We observed staff communicating with people in ways that made sense to the person. We saw communication was effective and people appeared relaxed and calm.

Care records identified people’s individual strengths and the goals people wanted to achieve. Care records outlined support people needed to achieve their personalised goals. There were also individual activity plans in place for people.

People were supported to maintain independence as much as possible. People had access to communication tools to support them to make choices about their daily activities. People were supported to maintain contact with their family members. There were no restrictions on family visiting the service.

Staff told us they supported people to have goals in place to maintain independence. Goals were personalised and monitored to make sure steps were being taken to achieve them. Staff told us they encouraged people to make their own decisions day to day.

We observed staff encouraging people to be independent and make choices about how they wanted to spend their time. We observed people going out into the local community during our site visits and making choices about where they wanted to go.

Staff had recorded people’s personalised preferences in their care plans. People had a key worker who helped to review care plans and update them when people’s needs changed.

People’s care records were reviewed and updated when needs changed. Where appropriate people had care provided by staff 1-1 or at times 2-1.

Staff demonstrated a good understanding and awareness of people’s personal needs. Staff understood how to respond to meet people’s immediate needs and recognised how important knowledge of people’s likes and dislikes was. Staff knew where to go for additional support to help them work with people who experienced any distress.

We observed staff supporting people in a timely manner. People were relaxed and calm during our site visits.

Staff told us they were supported by managers who were approachable and supportive. A member of staff told us about how their shift pattern was changed to provide them with support. Staff told us they were provided with breaks during their shifts and refreshments. Staff knew where to go for further sources of support for their wellbeing.

The provider had systems to support staff, including debrief discussions following any incidents, supervisions and a speaking up policy. There was a wellbeing support hub which included access to a confidential 24hr support line and colleague wellbeing advocates.