- Homecare service
Primrose Healthcare Services Limited
Report from 16 February 2026 assessment
Contents
Ratings
Our view of the service
Date of assessment: 19 February to 6 March 2026.
Primrose Healthcare Services Ltd is a domiciliary care agency providing personal care for people in their own homes. At the time of our assessment, 50 people using the service were in receipt of the regulated activity of personal care.
This is a service used by autistic people or people with a learning disability but is not registered as a specialist service. We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. We found the service was working in line with this guidance.
Staff were aware of their responsibility to safeguard people from the risk of harm and abuse, and the provider ensured any incidents were learnt from to prevent reoccurrence. Risk assessments and care plans were in place to inform staff of people’s health conditions, care needs and the environment they would be providing care in. These were updated on a regular basis to ensure information about people was up to date. There were appropriate numbers of safely recruited and knowledgeable staff, who were proud of the care they delivered to people. Staff encouraged people to remain as healthy and independent as possible and respected their rights under the Mental Capacity Act 2005.
Staff felt the management team were approachable but knew how to whistle blow to external authorities should the need arise. Regular quality audits were completed to identify any shortfalls so these could be resolved. There were close working partnerships with external professionals in order to provide holistic care to people. The registered manager sought to gather feedback from people and staff on regular occasions, and rectified any concerns raised in a timely manner.
People's experience of this service
People and their relatives were complimentary of the service. One person told us, “I appreciate them coming very much. I couldn’t manage on my own, they also provide a bit of company for me.” Another person said, “They are really very good carers. They do anything I ask; nothing is too much trouble for them.” A relative added. “I couldn’t manage [family member’s] care without them.”
People received care from a small regular staffing team in order to provide consistency and reduce anxieties. People and their relatives told us staff were kind and compassionate towards them and encouraged them to build and maintain independence where possible.
Staff sought consent from people before delivering any care and treated them as individuals. People and their relatives felt the care they received was person centred, and that staff took time to know what people’s interests were to build a rapport.
Staff spoke up for people and professionally challenged external agencies when they felt people were being discriminated against or not receiving the additional support they required.