All inspections: Primrose House Nursing Home

As this was a check to ensure that changes we required after our visit of 11 November 2013 had taken place, we did not speak with staff or people who used the service.

We found that the provider had put systems in place to ensure that nurses administering medication were not distracted during the medication round. Staff had also undergone refresher training and medication administration was discussed with nurses during their supervision meetings. The provider had also implemented a system of daily audits to ensure that medication was being administered correctly, and no medication errors had occurred since our visit.

People were cared for in ways that met their needs and protected their rights. We spoke with four people who used the service, and observed how care was delivered as many of the people were unable to tell us of their experiences due to dementia. We also spoke with one relative of a person who used the service, and four staff. The care we observed was kind and compassionate, and wasn't rushed.

The relative of the person who used the service we spoke with told us "They're very good here, I have no worries at all. The staff supported my relative to a family event which was really great. They look after her very well".

The provider met people's nutrition and hydration needs, and served foods in line with people's religious and dietary requirements. We saw that the service coordinated care well between different medical and healthcare professionals.

We found that medicines administration procedures were not conducted in such a way as to reduce the risk of errors on the day of our visit.

We saw that staff were qualified and received appropriate training for their roles, and that suitable recruitment and selection procedures were followed. We found that the service was well-monitored and feedback was sought from people who use the service and other relevant stakeholders.

We used a number of different methods to help us understand the experiences of people using the service. This was because many of the people using the service had complex needs which meant they were not able to tell us their experiences. We spoke with the manager of the service, three other members of staff, two people who were using the service and one relative who was visiting their family member. We also looked at people's care records and the results of satisfaction surveys that had been completed.

People and/or their representatives were involved in planning their care and treatment and asked at regular intervals to express their views about the service and to consent to any changes in their care. People had up to date care plans that reflected their needs and how staff should meet them.

People told us they felt well cared for and one relative told us, "I am very satisfied with the care, my wife is very settled here". We observed positive interactions between the staff and the people living in the home and staff responded to people's requests for support promptly and patiently. People told us they felt safe in the home.

There were enough staff who had relevant experience and training to enable them to meet people's needs effectively.

People were given information about how to complain and what action the provider would take in response to resolve any concerns raised.

People said the staff were gentle and treated them with respect. They said they were given choices, for example at mealtimes and with how they occupied their time. People could choose where to spend their time and they confirmed their choices were listened to and respected. Visitors said they had been involved in the planning of care for their relative where the person was unable to participate themselves.

People said staff explained the care they were providing, and listened to what they wanted.

People told us staff looked after them well and cared for them appropriately. People said they enjoyed the recreational activities that were provided for them and the exercise sessions helped them to keep active. Visitors expressed their satisfaction with the care being provided to their relatives and friends. People told us there were staff available to help them when they needed it.

People told us that staff were friendly and treated them with respect. One person told us, 'I'm treated very well'. People said that staff supported them appropriately to meet their needs. One person said that staff did not always discuss the care and support that they received but they trusted staff to do the right things for him.

All the people we spoke to were positive about the home and said that they received good care. People told us that staff helped them to get treatment if they become unwell. One person said, 'On the whole, I'm happy' and another person told us 'They [staff] are all good to me'.

We observed that all people appeared well cared for and were well dressed. In general staff communicated well with the people they were supporting. There were some instances when we observed that appropriate support was not delivered to some people.

All the people we spoke to told us that they enjoyed the food that was provided in the home and they had choices about what they ate. People also said that they could have an alternative meal if they did not like the meal on the menu.

People reported that they liked their rooms and enjoyed the privacy that these offered. Some people preferred to stay in their rooms rather than to come to the lounge and socialise with other people. They said that their rooms were kept clean.

We visited the home on the 12 July 2011.

These older reports are from our old approaches to inspection, including those from before CQC was created.

Archived: Primrose House Nursing Home

All Inspections

During a check to make sure that the improvements required had been made

11 November 2013

During a routine inspection

31 January 2013

During a routine inspection

5 January 2012

During an inspection looking at part of the service

12 July 2011

During an inspection in response to concerns

Reports under our old system of regulation