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The Pines Residential Care Home Requires improvement

We are carrying out a review of quality at The Pines Residential Care Home. We will publish a report when our review is complete. Find out more about our inspection reports.

Inspection Summary

Overall summary & rating

Requires improvement

Updated 17 January 2020

About the service

The Pines Residential Care Home is a residential care home providing personal care for up to 28 people aged 65 and over. At the time of the inspection there were 18 people living at the home.

The Pines accommodates people in a converted and extended building with rooms situated over two floors, with access to the upper floors via a lift and stairlift. Some rooms have access to en-suite facilities. There are a range of communal areas and a large garden at the front of the building and a small courtyard area to the rear.

People’s experience of using this service and what we found

At the time of the inspection the home was under organisational safeguarding. Organisational safeguarding is a process instigated by the local authority where there are a range of concerns about the service. Risks related to the delivery of the service were not always monitored and addressed. Windows on the upper floor did not have appropriate restrictors in place; although the provider subsequently took action to address this. There had been no active fire drill at the home since January 2019 and whilst risks associated with care delivery were monitored, it was not always clear these were incorporated into care records.

Staff training records were not fully up to date and showed significant gaps in training. There was no robust system to monitor training. Care plans were not always updated in a timely manner to reflect the latest professional advice and staff were not always following professional guidance when supporting people.

Care plans contained a range of information appropriate to people’s individual needs, although reviews of care were often limited. Some activities were available at the home, but they did not always address people’s individual needs. Relatives told us they were always welcome at the home and could visit at any time. There had been no recent complaints, but people told us they knew how to raise concerns, if necessary. End of life care needs were included in people’s care plans but often lacked personalised detail.

Staff recruitment was carried out safely and effectively. Medicines were managed safely, and the home was maintained in a clean and tidy manner.

People’s records showed their needs had been assessed prior to them coming to live at the home. People told us they enjoyed the food and people’s dietary needs were catered for. People were supported to access a range of health and social care appointments to maintain their well-being. 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. Some areas of the home were in need of redecoration and refurbishment. The provider told us there were plans in place for 2020.

People and relatives told us the staff were supportive and delivered timely and appropriate care. We observed staff support people with kindness and consideration. Staff had an understanding of issues related to equality and diversity and training was provided around this subject. People were supported to make day to day choices, although alternative methods of presenting information were not always available. People told us staff respected their privacy, maintained their dignity and helped support their independence.

The registered manager was on long term absence from the home and the deputy manager was in charge. Audits and checks on the home were variable and had not identified the concerns found at this inspection. The provider told us they visited the home regularly but there was no evidence of a formal review or oversight. Staff praised the deputy manager highly and said they were trying to address matters and make improvements at the home. There was some involvement of people through meetings, but these were infrequent.

For more details, please see the full report which is on the CQC website at

Inspection areas


Requires improvement

Updated 17 January 2020

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 17 January 2020

The service was not always effective.

Details are in our effective findings below.



Updated 17 January 2020

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 17 January 2020

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 17 January 2020

The service was not always well-led.

Details are in our well-led findings below.