This inspection took place on 13 June 2018 and was unannounced. A second day of inspection took place on 14 June 2018 and was announced. We met with the provider on 20 June 2018 at their request.

Primrose Care Home is a 'care home'. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Primrose Care Home provides personal care for up to 22 people. At the time of our inspection there were 18 people living at the home who received personal care, some of whom were living with a dementia.

A registered manager was in place at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

This is the first inspection of this service under the management of Primrose Care Home Hetton Limited, who registered with the Care Quality Commission to manage this service in June 2017. We last inspected this service in February 2017 when it was managed by another provider.

During this inspection we found legal requirements were being met and we have given this service an overall rating of good.

People and relatives spoke positively about the care provided. People told us they felt safe.

There was a welcoming and homely atmosphere at the service. People were at ease with staff and relatives said staff were kind and caring. Staff respected people's privacy and dignity. There were positive relationships between people, relatives and staff.

Staff had received training in safeguarding and knew how to respond to any concerns. Safeguarding referrals had been made to the local authority appropriately, in line with set protocols. Lessons had been learnt and practice changed following safeguarding incidents.

A thorough recruitment and selection process was in place which ensured staff had the right skills and experience to support people who used the service.

Medicines were mostly managed safely. We identified some issues around medicines record keeping but this was due to the provider recently changing their medicines administration process. The provider sent us evidence they had rectified this following our inspection.

Each person had an up to date personal emergency evacuation plan (PEEP) which provided staff with information about how to support them to evacuate the building in an emergency situation

Staff training in key areas was up to date. Staff received regular supervisions and appraisals and told us they felt supported.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were supported to have enough to eat and drink and attend appointments with healthcare professionals.

The service had received several written compliments from people and relatives since the current provider had taken over the management of the service.

Care plans were detailed and person-centred and contained important information about people’s life stories so staff could get to know people well.

People and relatives knew how to make a complaint and were happy approaching staff or the registered manager if they had any concerns.

People were supported to engage in meaningful activities and access the local community.

Systems were in place to assess the quality of care provided.

People and relatives felt the service was well managed. Staff described the registered manager as approachable and said things had improved since the current provider had taken over the management of the service.