All inspections: Pembroke Residential Home

At our last inspection of Pembroke Residential Home in November 2013 we identified some concerns with the standard of record keeping. We carried out this follow up inspection to make sure that improvements had been made.

At this inspection we found that improvements had been made. Care plans and risk assessments had been reviewed and evaluated. Records were available to confirm that nutritional screening had been carried out to identify those people at risk of malnourishment or obesity. Topical medication application records (TMAR) had been completed and gave advice and instructions for use for those people who were prescribed creams. This helped to ensure that people were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained.

During the inspection we spoke with three people who used the service and the manager. People who used the service told us that they were happy with the care and service received. One person said, "I'm very happy to have a nice warm place with good food and a bit of company." Another person said, "I've come to stay her for a short while until I get better. This is much better than I thought it was going to be. Everybody is lovely."

We carried out an unannounced inspection to Pembroke Residential Home as we received some information of concern regarding the care and welfare of people who used the service. At the time of the inspection there were six people who used the service. We spoke with three people who used the service and six relatives. The manager was on holiday when we visited, however, we were able to speak with the senior care assistant and a care assistant. We also spoke with the district nurse who visited the home. People who used the service told us they were happy with the care and service received. One person said, 'It isn't only the good physical way they care for us, they gee us up as well.' A relative we spoke with said, 'It's like going into a family.'

Some of the relatives we spoke with thought that some improvements could be made. One person said, 'He / she likes going out but he / she doesn't go out when I'm not here.' Another relative said, 'I think that the carers do their best in difficult circumstances. I think that the rational is what is best for them and not what is best for service users.' We asked the relative to explain what they meant by this. We were told that the care staff have a morning routine in which they provide assistance and support people. We were told, 'They help people to a certain stage then leave to help someone else. He / she is left in limbo not being up and dressed but not in bed.' We spoke with the provider about this who said that on a morning until 7:30am there was only one care assistant on duty. We were told that if another person who used the service called for assistance the care assistance made sure that the person that they were supporting was safe and then staff would attend to the other person but ensuring they returned promptly.

Records were not always accurate or fit for purpose.

During the inspection we spoke with four people who used the service. We also spoke with the manager, the domestic and a care assistant. People told us that they were happy with the care and service received. One person said, 'I have a lovely room with a big bay window. I like to sit in the lounge during the day and go to my room after tea. The staff are all lovely.' Another person said, 'It's good here I've visited other homes where people don't speak to you but everyone speaks to you here.'

We were able to observe the experiences of people who used the service. We saw that staff treated people with dignity and respect. Staff were attentive and interacted well with people. We saw that people had their needs assessed and that care plans were in place.

People's health, safety and welfare were protected when more than one provider was involved in their care and treatment, or when they moved between different services.

We found medicines were safely handled

We found that appropriate recruitment procedures were in place.

We found there was an effective complaints system in place at the home.

The visit took place because we were following up an issue raised at the last inspection in respect of care records. We found that they did not contain any detail about how staff should meet people's needs, which could place people at risk of not receiving appropriate care. We also looked at a number of other outcome areas as part of a planned review of the service.

One person using the service told us (in relation to care planning) that, 'We chat through my care every month and they always ask what I want to happen.'

Two people using the service informed us that they were very comfortable with the staff and that the staff knew them well, they said, 'I have been here a long time and the staff know what I like to happen and what I don't like. They are excellent.'

They told us about recreational activities that they get involved in, and said, 'We really enjoy them, it is nice to do something different but I would not want to do them all the time.'

We observed good levels of care being delivered to people throughout the visit, with all care interactions being personalised, which showed people being treated respectfully. We observed people using the service being given choices, with staff explaining to people what was happening, for example, 'It's almost lunchtime would you like to come through to the dining room for a bite to eat?'

People told us 'its' lovely here', 'the staff can't do enough for you.', 'My only grumble is that they give me far too much food.', 'I like to sit and read and watch the TV.', 'I'm just here for six weeks while I recover from breaking my wrist, everyone's been nice and friendly.', 'They keep me going, I don't want to pop off', 'They look after us.', 'It's cold in the lounge but the blankets keep me warm.', 'I don't know what we'd do without the TV.' and 'The hairdresser comes regularly, she's really good.'

These older reports are from our old approaches to inspection, including those from before CQC was created.

Archived: Pembroke Residential Home

All Inspections

9 January 2014

During an inspection looking at part of the service

6 November 2013

During an inspection in response to concerns

29 May 2013

During a routine inspection

2 August 2012

During a routine inspection

6 February 2012

During a routine inspection

Reports under our old system of regulation