Pinetree Lodge

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. At the last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff made sure people were at the centre of their care and treatment choices. Staff worked in partnership with people to respond to changes in their needs. Care plans were detailed and personalised. People told us staff were kind, caring and knew them well. We observed staff supporting people in an unhurried and respectful way, and relatives consistently described staff as compassionate and attentive to people’s individual needs. Staff described how they worked closely with families and colleagues to ensure care remained tailored and meaningful. Relatives told us staff took time to understand what mattered to people and preserved their dignity, including maintaining personal appearance and providing one‑to‑one support with mealtimes where needed. A relative said, “The staff maintain my [person’s name] dignity and personal care needs to a high standard and at a time when they know [person’s name] is most likely to respond favourably.” A staff member said, “At Pinetree Lodge I have not been put under pressure to complete my work, there is always enough time for me to carry out my duty diligently. Teamwork is encouraged at Pinetree lodge and the manager ensures we uphold that standard.”

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked effectively as a team and collaborated with external professionals to deliver joined-up care. Care records were written in a person‑centred way and included clear guidance to help staff understand how best to support each person. Relatives valued continuity of care and the strong relationships built with staff, which promoted consistency and reassurance. A relative said, “When [person’s name] has required it, I have found the staff to be proactive with medical intervention contacting the relevant medical professionals immediately when they are needed and ensuring that we are quickly informed of any concerns no matter how small.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received appropriate and accurate information tailored to their needs. Communication plans were in place. Staff understood individual communication preferences and used supportive conversations to build trust. Relatives told us staff kept them updated about people’s wellbeing and any changes in their condition, including sensitive conversations about deterioration or health needs. They said communication was respectful, timely and helped them feel reassured.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People felt staff listened to them and acted on their concerns, and relatives confirmed staff were approachable and responsive when they raised queries or offered suggestions. Staff meetings, family meetings and informal discussions helped ensure people’s views influenced the way care was delivered. Several relatives described staff as kind, emotionally supportive and willing to take time to explain changes or decisions. Others reported needing to advocate strongly at times to secure additional support, such as one‑to‑one staffing during periods of increased risk, although staff responded positively once concerns were raised.

The service made sure that people could access the care, support and treatment they needed when they needed it. The management team understood the diverse needs of people and aimed to provide care, which is joined-up, flexible and supports choice and continuity. They provided services for disfranchised people and those who had really complex mental health needs. Staff understood the diverse needs of the people living at Pinetree Lodge and worked flexibly to ensure everyone received appropriate support, including those with complex mental health, dementia or physical health needs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and relatives described consistently caring and respectful interactions with staff, who took time to understand people’s individual backgrounds, preferences and emotional needs. Relatives told us staff were particularly attentive to people at risk, including ensuring nutritional needs were met through one‑to‑one support where required. Staff demonstrated a strong commitment to fairness, equity and inclusive care. A relative said, “The staff spend an inordinate amount of time to ensure that my mother’s nutritional needs are met under very difficult circumstances. Only last week, it took one of the staff over an hour to successfully feed my mother on a one to one basis at lunchtime.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Staff worked with families, external professionals and colleagues to review care plans and ensure they reflected people’s current and future needs. Care records were updated in response to assessments, behavioural changes or risk information, helping staff anticipate and plan appropriate support. Relatives described how staff communicated about changes in people’s health, including deterioration, and supported families to understand what this meant for future care.