Palm Court Quality Promise

Palm Court Quality Promise

Our Quality Promise to You

Palm Court promises the care your loved one receives will be delivered with Honesty, Integrity and Courtesy with the mission of enhancing their quality of life in a safe, caring and loving environment. We are dedicated to delivering the best quality of care that is consistent and responsive to the changing needs of every member of our Well-Being Community. Our continuous drive for improvement ensures that we keep the momentum going, always aiming higher and asking ourselves:  "How can we do this more efficiently and effectively? How can we best monitor the well-being of each resident?"

The mindset in which we operate at all levels of the business is built around focusing on the quality of life no matter the resident's condition or as we like to call it - The Well-Being Factor.  We want to help each resident by promoting independence and individuality, incorporating their personal preferences and passions into their daily experiences at Palm Court. 

Our values-based approach to staff recruitment is an integral part to a work culture that is committed to creating a sense of community and security. This is reinforced by the individual quality promises we asked our staff to make to the Home and the residents they look after to help form The Palm Court Quality Promise. We are proud that our staff share the same values which is evident in their team spirit and hard work they do every day. 

What You Can Expect

The Palm Court Quality Promise is built on strong foundations to include not just the finer, thoughtful details but also executing the basics. 


In all aspects of our service, we promise to:

Resident Care

-Ensure all residents are called by their name or preferred nickname

-Carry out clinical assessments on admission

-Accommodate different communication needs in line with the Accessible Information Standard (AIS)

-Contact relatives and give regular updates about progress and current condition

-Respect the rooms and property of our residents and seek consent before (re)moving furniture

Clinical Excellence

-Digital Care Planning using PCS (Person-Centred Software by MCM) 

-Create a short-term care plan for any concerns such as nutrition, weight, skin and infections

-Work with local specialists such as a  Dietician, Community Psychiatric Nurse (CPN), Diabetes Nurse (DN), Tissue Viability Nurse (TVN) and Catheter Nurse (CN)

-Monitor behaviour (Behaviour charts), depression (Cornell Scale) and pain (Abbey Pain Scale) as recommended by NICE for all residents

-Invite relatives and resident to review care plans or when their condition changes

Regulatory & Compliance

-Ensure the Home is compliant and meets CQC Regulations

-Ensure all staff understand and implement CQC Fundamental Standards

-Discuss with staff and implement one CQC Regulation/Compliance per week to stay compliant

-Audit the Home once a month and make recommendation for compliance

Dining

-Promote independence and dignity by seating residents at set dining tables

-Give residents at least two choices of food menu and drinks

-Present food in an appetising manner and serve residents with dignity

-Offer residents the opportunity for second helpings

Facilities & Maintenance

-Engage residents in meaningful person-centred activities related to their passions and interests

-Ensure our Engagement Team keeps residents' bodies and minds active to enhance their quality of life

-Ensure the Manager works closely with Maintenance officer to make Palm Court safe and secure

-Record all issues in a Maintenance Book for Maintenance Officer to resolve within 24 hours

Human Resources & Training

-Screen all employed staff for safety and criminal records

-Ensure staff complete 3-month induction period followed by an Induction Competency Assessment

-Ensure all staff  complete at least 80% of allocated E-Learning by the end of their Induction period

-Ensure all staff follow Palm Court Policies and Procedures managed by QCS (Quality Compliance System)

-Ensure staff access policies and receive policy update notifications via QCS app

Learn more about our Admissions Process

Quality Assurance

We have an Open Door policy to help us understand what we are doing well and where we can improve. We seek feedback and suggestions from staff, doctors, visiting healthcare professionals, the residents themselves and once a year, we send out our annual survey to relatives. Here at Palm Court, we always look to improve quality and performance in all areas of the home. Every month, the Registered Manager audits standards in:


- Infection Prevention and Control (IPC)

- Resident Care

- Clinical Operations

- Regulatory and Compliance

- Dining

- Facilities & Maintenance

- Staff Training and Development


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