The Pines

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 provider met people’s needs. 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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People had care plans that clearly described their health and social care needs and provided guidance for staff on how to support them effectively. Staff demonstrated a very good understanding of people’s individual needs and were able to explain in detail people’s preferences, wishes, and how they liked to be supported.

People’s care records reflected the principles and values of Right support, right care, right culture. Each person had a profile that described who they were and included information about what was important to them, such as family relationships, what staff needed to know to support them well, recreation and relaxation, accessing the community, communication needs, and their goals and aspirations.

People told us they had named keyworkers who supported them with their care needs. One relative told us, “[Name of relative] has two key workers, this works really well. The communication is very, very good.”

The provider understood 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 with a range of health and social care professionals to ensure people received coordinated care and continuity of support. Various professionals communicated regularly with staff and visited the service to respond to people’s individual care and support needs. Records showed that staff made timely referrals to external professionals when required. These included GPs, dietitians, dentists, community mental health teams, speech and language therapists, and psychiatrists, among others. One relative told us, “They always consult me. I had a meeting with the doctor. They regularly go to the dentist and the opticians”.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider shared information about the service with people through a service user guide. We saw that this guide, along with information about individual activities, menus, and how to make a complaint, was provided in both written and pictorial formats. The registered manager told us that most people were able to understand the information provided. However, where required, information could be made available in alternative formats to meet individual needs, such as using pictures, large print, or talking devices.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

We saw completed satisfaction surveys from people using the service. Feedback showed that people were happy with those they lived with and felt supported to maintain relationships with their families and friends. The provider told us that questionnaires were sent out twice a year to both people using the service and their relatives. One relative told us, “I've seen a care plan and I've contributed to it more than once”.

There was a complaints policy and procedure in place. Records showed that any concerns raised were investigated and responded to appropriately, and complainants were informed of the outcomes. One relative told us, “I've never had a complaint. They listen to any concerns I have”.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff were knowledgeable about how to access specialist support when required and maintained effective collaborative links with local health and social care teams. They ensured that people were able to access a range of relevant health and social care professionals in a timely way, according to their needs.

People had regular access to healthcare, including weekly GP visits, and were able to speak with the GP as needed. People were supported to access community facilities and activities, such as local shops, garden centres, and a weekly walking group, with additional opportunities available during the warmer months. The service operated an open visiting policy, which enabled families to remain involved in people’s lives. People were also able to access the community independently with their relatives.

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.

Staff told us that people were respected within their local community, and some travelled independently to work, day centres, or into town for shopping. Staff understood their responsibility to support people to achieve positive outcomes that were tailored to their individual care and support needs and wishes. A staff member explained that the service promoted a positive approach to risk‑taking, enabling people to live their lives as fully and independently as possible.

One relative told us, “[Name of relative] is volunteering in the charity shop once a week. He really enjoys it. The care home supported him to do that”.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The registered manager told us that no one currently using the service required end‑of‑life care. They explained that, when required, they would work closely with people, their family members, and relevant health professionals to ensure people were supported to have a dignified death. We saw that people’s care records included information about how they would like to be supported at the end of their lives.