Pine Lodge Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed staff were patient and kind when they assisted people or responded to requests for help. Staff spoke to and about people in a respectful way. One relative told us, “[My relative] loves it. [They are] always going on about how lovely the staff are and well-treated [they are], you can see they love [my relative] as well.” Another relative said, “The staff are more caring and they know everybody. They do treat them with respect.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff now spent more time with people and were now able to provide more personalised support to people. One relative told us, “We set up [my relatives] room like it was at home, they definitely know [their] likes and dislikes, if [my relative is] having a bad or sleepy day they’ll inform us.”

Staff knew people well and were able to speak confidently about people’s needs, likes and preferences. For example, staff knew how people liked their tea and who was not feeling their best that day and why.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were offered choices through the day such as what they wanted to drink, eat and where they wanted to spend their time. There was a range of activities on offer for people. One relative told us, “They do parties, on Friday they had a masquerade ball, they had a pink and white party and BBQ in the summer, they have volunteer singers and an entertainment manager there as well, she goes round and does an activity, keep fit, puzzles, making things, she’s really good.” Another relative told us, “The activity coordinator has done trips to the pub and seaside, there’s amazing entertainers. We didn’t see family a lot but since this activity coordinator, families are joining in parties.” People had been asked what they wanted to do. One person told staff they wanted to go to the pub, and this was facilitated.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People and their relatives told us staff were more visible at the service and there was always someone available in the communal areas to support people. One relative told us staff now came straight away when they were needed.

During the inspection we saw staff provided comfort and support to people if they became upset. One person was visibly distressed. Staff sat with the person and spoke to them in a kind way asking what made them upset. Staff also knew when people needed time and space and when it was best not to step in straight away if someone was unhappy and provided people with appropriate levels of support.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were positive about how they were supported and how the management of the service had improved. Staff told us the management culture was supportive, and they offered staff help when needed. One staff member told us how well they were supported to develop in the role. Staff felt their well was valued. One staff said, “If I tell [the registered manager] that I'm not OK she genuinely cares and understands.”