28/01/2016
During a routine inspection
This unannounced inspection took place on 28 January 2016. The service is registered to provide accommodation and support for a maximum of 11 people. People use the service on a short term or respite basis and at the time of our inspection there were seven people using the service.
There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission 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.
People felt safe staying at Pine Lodge and said that they were treated well. Staff understood the need to protect people from harm and abuse and knew what action they should take if they had any concerns. Staffing levels ensured that people received the support they required at the times they needed it. The recruitment practices were thorough and protected people from being cared for by staff that were unsuitable to work at the service.
Care records contained individual risk assessments to protect people from identified risks and help keep them safe. They provided information to staff about action to be taken to minimise any risks whilst allowing people to be as independent as possible. People were supported to take their medicines as prescribed. Records showed that medicines were obtained, stored, administered and disposed of safely.
Staff received suitable induction and training to prepare them for their role and to understand people’s needs. Staff had access to guidance and support when they needed it and this ensured staff provided competent and safe care for people. People were actively involved in decisions about their care and support needs. There were formal systems in place to assess people’s capacity for decision making under the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS) and staff understood their responsibilities to act in people’s best interests if they were unable to make their own decisions.
People were supported to maintain a balanced diet and eat well. Staff ensured people had access and support to food they enjoyed and were able to digest. People’s health care needs were met as staff had the knowledge and skills to support them when they were unwell and there was prompt access to healthcare services when needed.
Staff supported people in a kind and caring way and encouraged people to express their views and make their own choices. People were supported to be as independent as possible and were encouraged to work towards achieving personal goals. People’s dignity and right to privacy was protected by staff and staff were able to offer compassionate support to people who were anxious or upset.
People had their needs fully assessed before they stayed at Pine Lodge to determine if the service could meet their needs. After an initial stay people had pre-stay reviews to ensure the service had accurate and current information about people’s changing needs and requirements. Staff worked with people to identify their hobbies and interests and supported people to maintain these. Staff helped people to plan their stays in advance so people could be matched with friends and to ensure the appropriate staff was in place to respond to people’s needs. People were supported to learn and practice independent living skills and to make transitions into supported living arrangements. People had no complaints about the service, however we saw that complaints that had been raised in the past had been investigated in a timely way and appropriate action was taken to resolve the concern and identify learning.
People were very positive about the registered manager and they demonstrated their commitment to provided good quality care for people by ensuring they were visible and accessible to people. The registered manager took an open approach and identified learning to improve the service wherever possible. Comprehensive quality assurance systems were in place to monitor and drive improvement throughout the service which involved senior staff. Staff had confidence in the managerial oversight and felt valued and listened to. Staff were clear on their roles and responsibilities and the values of the service were underpinned within their work. People were supported to provide feedback about the service and improvements were made as a result of this.