Palmerston House Care Home

“Overall, the service at this assessment demonstrated a good standard of care. People were supported safely, received effective care and were treated with dignity and respect. People and professionals spoke positively about the service, describing it as safe, welcoming and well managed. Feedback indicated that people felt comfortable and supported, and that staff understood their needs well.”

“The service had developed a strong and proactive culture of safety. Systems were in place to identify, investigate and learn from incidents, with clear evidence that lessons learned were shared across the staff team. There were effective processes for managing risks, maintaining a safe environment and ensuring sufficient staffing levels with appropriately trained staff.”

“Care was generally effective and based on people’s individual needs, with good partnership working across health and social care professionals. People received support that promoted their wellbeing and enabled them to maintain independence. However, some areas required further strengthening, including the monitoring of care records and consistency in capturing consent, to ensure care was fully effective and consistently documented.”

“People were treated with kindness, compassion and respect. Staff demonstrated a good understanding of individuals and delivered personalised care that took account of people’s preferences, backgrounds and needs. There was a positive culture within the service, where people were supported to maintain choice and control.”

“The service was responsive, with person‑centred care plans and good systems in place to gather and act on feedback. There was evidence of strong partnership working and communication with external professionals, which contributed to positive outcomes for people.”

“The service was well led. There had been marked improvements in governance and oversight, with robust auditing systems, clear accountability and strong leadership from the registered manager. Continuous learning and improvement were embedded within practice, supporting the delivery of safe, effective and high‑quality care.”

“In summary, the provider had made clear and sustained improvements since the last assessment, ensuring people received good quality care, though some areas continued to require embedding and consistency.”