The Pines Residential Care Home

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were safe and protected from avoidable harm.

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.

The service had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. People told us they were supported in an environment where learning was used to improve their outcomes. Safety concerns were reported, investigated and were used to learn lessons within the service. Staff understood the importance of reporting incidents and accidents accurately and without delay. Staff felt confident when raising concerns, and processes were in place to review and reduce risks. Relatives received regular phone updates and expressed confidence that their loved ones were well cared for. Comments included, “They always call me if there are any concerns” and “They keep me informed.”

The service worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services. People told us they were supported when they used different services. The service collaborated with people and healthcare partners to establish and maintain safe systems of care, ensuring safety is effectively managed and monitored. Family members told us decisions were communicated clearly. Staff confirmed, and records showed, that referrals to external services were made when necessary to support people’s health and well-being. The registered manager told us they maintained a good relationship with external professionals. A health and social care professional said, “The registered manager has been responsive and advocated well for safe discharge, providing clear guidance to her team to ensure care plans meet individual needs upon returning to The Pines.” Regular team meetings provided a forum for open discussions of all aspects of care, including managing risk.

The service worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. They concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The service shared concerns quickly and appropriately. We observed staff and people spending time together during the inspection, people were relaxed. Safeguarding procedures were well established, and staff were knowledgeable about raising concerns. The provider responded promptly and correctly to potential safeguarding concerns and had met legal requirements, including timely notification of relevant events to CQC. A member of staff said, "I help staff understand that safeguarding isn’t something to be afraid of. I explain things clearly and am always bring up safeguarding during supervisions." Staff knew how to raise safeguarding concerns and were knowledgeable of the process within the service. The service operated within the Mental Capacity Act 2005 (MCA) principles, and all Deprivation of Liberty Safeguards (DoLS) applications had been properly managed. The registered manager had oversight of DoLS authorisations to ensure documents remained accurate and conditions were met. Staff had received training in safeguarding adults and demonstrated a clear understanding of their responsibilities. People said they felt safe living at The Pines, one person stated, “I feel safe because everyone is around me and that makes me feel safe.”

The service worked with people to understand and manage risks by thinking holistically. They provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. People were actively involved in managing their risks. Staff provided care that was safe and supportive while enabling people to engage in activities meaningful to them. We observed staff supporting people to move safely around the service using the correct equipment. Staff told us they had enough information about people’s risks and used the electronic care planning system. The registered manager told us risk assessments were updated regularly, and they had worked with external professionals to manage risks. Risk assessments addressed all aspects of people’s care and support needs, considering individual and communal environments. A person said, “I can do most things on my own, and the staff help me to keep my independence.”

The service detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care. People told us they felt comfortable and relaxed. We observed people using different parts of the service including communal areas. The registered manager understood their responsibilities to ensure a safe environment and told us how they ensured the environment was safe. Potential environmental risks were identified and controlled. The service ensured that equipment, facilities, and technology supported safe care delivery. External specialists and contractors conducted essential checks, including gas and fire safety. Each person had a personal emergency evacuation plan, and the fire alarm system was tested weekly.

The service made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs. Procedures were in place to ensure the required checks were carried out on staff before they commenced their employment. This included enhanced Disclosure and Barring Service (DBS) checks for adults. DBS checks provide information including details about convictions and cautions held on the police national computer. The information helps employers make safer recruitment decisions. We observed there were enough staff on duty to meet people’s needs, and feedback from people confirmed that staff were available when needed. Comments included, “Staff are good at listening to me,” and “It’s rare to find staff who care as much as they do.” Staff treated people with dignity and respect, recognising individual preferences. Training was relevant to their role and ongoing, supported by supervision and appraisal processes to maintain safe and effective support. Staff told us they received enough training to be able to do their job effectively.

The service assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. We observed the service to be clean and well-maintained. People and their relatives felt comfortable, they told us the service was clean and tidy, they spoke about the service positively about hygiene. The service actively assessed and managed infection risks, preventing the spread and sharing concerns with relevant agencies promptly. Staff told us they had received training in infection prevention and control and had access to the appropriate personal protective equipment.

The service made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. They involved people in planning, including when changes happened.People received their medicines as prescribed. Staff understood the importance of safe medicines processes. We observed people’s medicines were administered safely and in accordance with individual needs, capacities, and preferences. People were involved with planning their medicines management, including during medicines reviews. Safe procedures were in place for the ordering, storage, administration, and disposal of medicines. Staff were trained to administer medicines following prescriber instructions. Staff told us they felt confident in medicines practices within the service.