Caring is what we do, and we've done it here since 2017
Primavera Domiciliary Care Services Ltd is an independent, local home care provider based in Ponders End, Enfield. We registered with the Care Quality Commission in November 2017 and have supported older people and vulnerable adults across the borough ever since, including many people living with dementia.
Our promise is continuity. The registered manager who assesses your care personally oversees it, and the faces who come through your door stay the same. Clients tell the CQC that our carers are kind, caring and respectful. That is the standard we hire for, train for and audit against.
What "person-centred" means to us
Care that respects your privacy, your routines and your right to choose, never care done "to" you.
The same small team, arriving on time. Clients tell us punctuality and familiar faces matter most, so we measure both.
We publish our CQC report, our complaints procedure and our feedback results: the good and the work-in-progress.
Our CQC rating, in plain English
Every home care provider in England is inspected by the Care Quality Commission. Primavera was rated Good overall at our comprehensive inspection published in February 2020. A focused inspection in November 2022, which looked only at Safe, Effective and Well-led, changed our overall rating to Requires Improvement. Our Caring and Responsive ratings remain Good. We won't hide any of that behind small print. Here's what it means.
Inspectors spoke directly with our clients and their families. The feedback about our care itself was positive: people said they felt safe, were supported by a regular team of care staff, and that carers were kind, caring and respectful, upholding privacy and dignity. Where we fell short was behind the scenes: the consistency of our care plan and risk assessment records, the completeness of our recruitment files, and the management oversight needed to catch both.
We accepted every recommendation, submitted an action plan to the CQC, and work alongside the local authority to monitor our progress. Better records make safer care, and we want our next inspection to show it.
- Rewriting every care plan and risk assessment to a consistent, auditable standard
- Strengthened recruitment checks, with every staff file verified and audited
- Digital care records, rostering and visit logging through CarePlanner, our care management system
- Monthly internal audits by the registered manager, with findings tracked to completion
- Refreshed staff training on record-keeping, safeguarding and medication
- Quarterly client feedback surveys, published on our Testimonials page
- Open working with the CQC and the local authority to evidence progress
What inspectors found about our care
"People and their relatives told us that the support workers were kind and caring."
"People received their medicines safely and as prescribed."
"People were supported by support workers who had been trained and were skilled in their role."
"People were supported to have maximum choice and control of their lives, in the least restrictive way possible."
"The service supported people to lead healthy lives and to access relevant health care services."
"People and relatives were happy with the support they received and had been involved in the planning and delivery of care."
Quotes from our CQC inspection reports (2020 and 2022), lightly shortened. Read both in full on cqc.org.uk.
Trained, checked and supported
Every Primavera support worker completes an enhanced DBS check, induction aligned to the Care Certificate, and ongoing training in safeguarding, moving and handling, medication and dementia awareness. Our registered manager personally supervises the team and carries out spot checks and reviews.
Staff told inspectors they know exactly who to report concerns to, a culture of speaking up that keeps our clients safe.
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