The Care Quality Commission
  • Care Home
  • Care home

Archived: Pine Lodge

Overall: Good read more about inspection ratings

13 Hazeldene Road, Milton, Weston Super Mare, Somerset, BS23 2XL (01934) 622539

Provided and run by:
Orchard Care (South West) Limited

Important: The provider of this service changed. See new profile

All Inspections

3 March 2020

During a routine inspection

About the service:

Pine Lodge provides accommodation and personal care for up to 22 older people, some of whom are living with dementia. There were 19 people living at the service at the time of the inspection. Pine Lodge also had a home care service located on the same site. This provided domiciliary care to older people living in their own homes in the Milton and Weston Super Mare areas. 55 people were receiving a service at the time of our inspection.

Pine Lodge is located over two floors, with communal lounges and a dining room on the ground floor. There was a garden area at the front.

People’s experience of using this service:

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Medicines were managed and administered safely. However, we found temperatures of medicines storage areas were sometimes too high. We have made a recommendation in relation to this. Whilst recruitment processes were followed, in some cases we found further clarification of employment history was needed.

People were supported by staff who were kind, caring and dedicated to their roles. Staff ensured they developed positive and consistent relationships with people. Staff respected people’s dignity and privacy.

There was enough staff to support people safely and spend time engaged with people. People experienced visits to their homes which were on time and responsive to their changing needs.

People enjoyed the food provided by the service and were supported with their nutrition and hydration requirements.

Staff were observant to people’s healthcare needs and supported people to access additional services.

Care plans were person centred and showed people’s routines and preferences. The service promoted people’s indepedence which was important to people.

Pine Lodge was well managed. People spoke highly of the registered manager. Systems were in place to monitor and review the quality of the service.

For more details, please see the full report which is on CQC website at www.cqc.org.uk

Rating at last inspection:

The last rating for this service was Good (published 22 August 2017).

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up:

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

11 July 2017

During a routine inspection

We undertook an inspection of Pine Lodge and Pine Lodge Home Care on 11, 13 and 14 July 2017. When the service was last inspected in February 2016 no breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 were identified and the location was rated Requires Improvement.

Pine Lodge provides support and accommodation for up to 22 older people some of whom are living with dementia. On the day of our inspection 19 people were living at the service.

Pine Lodge Home Care is also located on the same site as Pine Lodge and provides a domiciliary care service to people living in their own homes in the Milton and Weston Super Mare areas. On the days of our inspection 57 people were using the service. The domiciliary care service provides support to people with physical disabilities, sensory impairments and mental health needs, including people living with dementia.

A registered manager was in post at the time of our inspection. Each service had a registered manager in post, one for the care home Pine Lodge and one for the domiciliary service, Pine Lodge Home Care. The registered manager of the domiciliary service was currently on a period of planned leave. The service was being effectively managed by the deputy manager and a senior staff member. 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 home is run.

The service was not consistently safe as feedback we received from people, staff and relatives highlighted that staffing levels within Pine Lodge did not always meet people’s needs. People and staff said they did not have adequate time with people. We found that medicines were not always stored safely.

Safe recruitment procedures were in place, to ensure staff were employed who were suitable for the role. Staff were supported within their role through an induction, supervision and training. Staff said they felt valued and supported by the service.

Assessments were in place to identify risks to people and within the environment. These detailed guidance in how to minimise risks.

Consent to care and support was sought in line with legislation. Care documentation considered people’s mental capacity. The service was compliant in the Deprivation of Liberty Safeguards.

People were supported by staff who were kind and caring. People’s dignity was maintained. People were encouraged and supported to remain independent. People said that their choices were respected.

Complaints were recorded and investigated. People, staff and relatives felt comfortable in raising concerns and making suggestions.

Systems were in place to monitor and review the service. Feedback was sought from people, staff and relatives through meetings and surveys.

1, 2 & 5 February 2016

During a routine inspection

The inspection took place on the 1, 2 and 5 of February 2016 and was unannounced to the care home and announced to the domiciliary care part of the service. At the last inspection in May 2013 the provider was found to be meeting all of the standards inspected.

Pine Lodge care home provides care and accommodation for up to 22 people. On the days of the inspection 21 people were living at the home. The home is on two floors, with access to the upper floor via two stairs cases or two stair lifts. Some bedrooms have en-suite facilities. There are shared bathrooms, shower facilities and toilets. Communal areas include two lounges, one conservatory, two dining areas (one with tea and coffee making facilities), a front and back garden with patio areas.

The service also provides domiciliary care services to adults within the Milton and Weston Super Mare area. On the day of our inspection thirty three people were using the service. The domiciliary care service provides support to people with physical disabilities, sensory impairments and mental health needs, including people living with dementia.

The service had a registered manager. There was a registered manager in post for the care home and the domiciliary care service. 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. Both the registered managers were available for the days their services were inspected.

People had risk assessments in place to help staff minimise risks associated with people’s care. People had personal evacuation plans in place although these did not always include all the details required in an emergency. The environment was regularly assessed and monitored to ensure it was safe at all times. People were supported by staff who had pre-employment checks undertaken prior to starting their employment.

People felt safe although referrals were not always being made to the relevant authorities when concerns for people’s safety were identified. People’s consent to care and treatment was obtained, and staff asked people for their consent prior to supporting them although care plans did not always detail if people had capacity to make their own decisions. People were involved in their care planning and referrals were made to health care professionals when required.

People received their medicines at the right time from staff who had received training. Systems were in place to monitor the management of medicines. Staff meetings were used for learning opportunities to prevent issues from reoccurring. People who were at risk of developing pressure sores had care plans in place to ensure their position was regularly changed and staff and records confirmed they received this care.

People had access to activities and these were provided at times when people could fully participate in them. People received support by staff and the registered managers to have new experiences and the service went ‘the extra mile’ to ensure people had their individual care and welfare needs met.

People were supported by staff who received regular supervision and training although some areas of staff knowledge were poor especially in relation to safeguarding, whistleblowing and equality and diversity. Staff felt well supported and demonstrated a kind and caring approach to people they cared for.

People told us they enjoyed the meals, and people were supported to eat and drink enough to maintain a balanced diet. People who were at risk of losing weight were not always effectively monitored so that any weight loss could be responded to quickly although they were receiving regular visits from the district nursing team.

People, relatives and staff views were sought. People and relatives felt happy to complain and were aware of the provider’s complaints policy. Quality assurance systems monitored the quality and safety of the service and identified areas for improvement. The registered manager was keen to develop and provide high quality care and had signed to pledge their commitment to provide people with high quality services. The registered manager had recently implemented a staff recognition scheme were staff could be recognised for their input and commitment.

16 May 2013

During a routine inspection

When we visited 21 people were living at the home and approximately eight people were receiving assistance with personal care from the domiciliary care agency. We met with 15 people who lived at the home and one person who also received a domiciliary care service. We also spoke on the telephone with two people and the relative of a person who used the agency.

We looked at three care plans. These contained assessments of need and outlined how needs would be met. The assessments were regularly reviewed to ensure that they reflected people's up to date needs. People told us that staff consulted with them about the care and support they needed. People were positive about the care and support they received. Comments included 'I can't fault it here. It's so homely and all the staff are so kind' and 'they look after me very well. I don't have any concerns at all.'

We looked at the home's procedures for the management and administration of people's medication. We saw that all medicines had been stored securely and had only been administered by staff who had received appropriate training.

We looked at the personnel files for two members of staff employed by the home and one employed by the agency. These showed that robust recruitment procedures had been followed which meant that risks to people who used the service were minimised.

People using the service were provided with opportunities to express a view on the quality of the service they received.

29 May 2012

During a routine inspection

At the time of this inspection 15 people, which included one person in hospital, lived at the home. Four people received support with personal care needs from the domiciliary care service.

We spoke with 10 people who lived at the home and telephoned one person who used the domiciliary care service and the relative of another.

People told us they were able to make choices about all aspects of their daily lives. During our visit we observed that people moved freely around the home and they were able to access their bedrooms when ever they wished. Comments included 'I was able to continue to follow my own routine when I moved here', 'there are no strict rules here and you can do as you please'.

People told us they had been consulted about their preferences for food, drink, activities and daily routines. Comments included 'I feel the staff know me very well' and 'they know all the things that are important to me which makes such a difference'. A person who used the domiciliary care service and a relative confirmed the staff were 'always friendly' and 'always kind and respectful'. They also confirmed their preferences had been discussed with them.

People told us they were treated with respect by the staff who supported them. Comments included 'all the girls are wonderful and so kind and patient' and 'the staff always treat me with respect'. We observed that staff knocked on people's doors before entering and people were addressed using their preferred name.

All spoken with were very positive about the care they received. Comments included 'I am so well looked after and couldn't ask for any more', 'I get the care I need when I need it and nothing seems too much trouble' and 'I am very satisfied with everything here'.

We noted everyone who lived at the home was very well presented which demonstrated that staff took time to support people with personal care and dressing. People receiving a domiciliary care service confirmed that they were appropriately supported to meet their personal care needs.

People were positive about the meals offered at the home. Comments included 'the meals here are very good and we certainly get plenty to eat' and 'you have a choice for every meal and the cook will make you something else if you don't like what is on the menu'.

No concerns were raised with us during our visit and people told us they would feel comfortable raising concerns if they had any. Comments included 'I don't have any concerns at all and I would certainly feel alright about telling someone if I did'.

People who lived at the home and those spoken with who were receiving a domiciliary care service all commented on the kindness of the staff who supported them. Comments included 'all the girls are marvellous and are so kind and attentive', 'the staff are more like family than staff', 'every one of them greets you with a smile. I just can't speak highly enough of the staff here' and 'the staff are friendly and so very kind and caring'.

People spoken with told us their views were sought on a daily basis. Comments included 'they check that you are happy with everything all the time', 'the staff here encourage you to speak up because they wouldn't want you to be unhappy or worried'.