Archived: Pinehurst Resource Centre

A registered manager was in post. 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.

Pinehurst Resource Centre provides accommodation and personal care for up to 50 people who require nursing or personal care. On the day of our visit there were seven people living at the service. This was because the provider is closing the service, therefore not accepting new admissions for permanent placements. The provider was offering respite care for people and there were two people using this facility.

People’s medicines were not always recorded accurately. We found errors in the recording of medicines on two occasions. The provider had, since our inspection, implemented daily audits of the medicine administration records (MAR) that would identify any omissions of signatures.

People and their relatives told us they felt the home was safe. They told us that staff were extremely kind and they had no concerns in relation to not being kept safe. Staff had received training in relation to safeguarding and they were able to describe the types of abuse and the processes to be followed when reporting suspected or actual abuse.

Staff had received training, regular supervisions and annual appraisals that helped them to perform their duties. New staff commencing their duties undertook induction training that helped to prepare them for their roles.

There were enough staff to ensure that people’s assessed needs could be met. It was clear that staff had a good understanding of how to attend to people’s needs.

Where there were restrictions in place, staff had followed the legal requirements to make sure this was done in the person’s best interests. Staff understood the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS) to ensure decisions were made for people in the least restrictive way.

People were not prevented from doing things they enjoyed as staff had identified and assessed individual risks. The registered manager logged any accidents and incidents that occurred and discussed these with staff so lessons could be learnt.

The provider ensured that full recruitment checks had been carried out to help ensure that only suitable staff worked with people at the home.

Staff supported people to eat a good range of foods. Those with a specific dietary requirement were provided with appropriate food. People had access to external health services and professional involvement was sought by staff when appropriate to help maintain good health.

Staff showed kindness and compassion and people’s privacy and dignity were upheld. People were able to spend time on their own in their bedrooms and their personal care needs were attended to in private. People took part in a variety of activities that interested them. People’s relatives and visitors were welcomed and there were no restrictions of times of visits.

Documentation that enabled staff to support people and to record the care they had received was up to date and regularly reviewed. People’s preferences, likes and dislikes were recorded.

If an emergency occurred or the service had to close for a period of time, people’s care would not be interrupted as there were procedures in place. There was an on-call system for assistance outside of normal working hours.

A complaints procedure was available for any concerns and this was displayed at the home. Complaints received had been addressed and resolved to the satisfaction of complainants within the stated timescales of the procedure.

Quality assurance audits to ensure the care provided was of a standard people should expect had been undertaken. Any areas identified as needing improvement were attended to by staff.

Staff informed that they felt supported by the registered manager and they had an open door policy and were approachable.

People who used the service and their relatives told us that they were happy with the care and support provided at Pinehurst. One person told us, 'You can't fault the care here. You only have to look at us to see we're well looked after'.

We found that the service monitored people's well- being and provided regular nutritious meals and drink in line with people's needs and preferences. One temporary resident said, 'I've got to say the food here is marvellous. Home is where the heart is but the food is so good I might think long and hard about going back home'.

We found that there were sufficient, suitably trained staff with a balance of skills and experience to meet the needs of people who used the service and to enhance their lives.

People told us that they were aware of the complaints procedure and had the confidence to use it. We found that an effective complaints system was in place.

We saw staff were supportive and spoke to people in a respectful manner when providing care. We observed staff referring respectfully to people to seek their views on the day-to-day choices and decisions about their care, such as where they preferred to sit and what they preferred to eat or drink. We saw people were actively involved in either group or individual activities and were supported to participate by experienced and qualified activity coordinators. Staff told us they have received training and supervision that enabled them to provide safe and respectful care to people, and that people who used the service were supported and encouraged to be independent and to feedback their views on the care and treatment they received. We were told by people who use the service that they attend residents meeting every month and were encouraged to have 'their say' about any issues they had.