Pine View 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. This is the first assessment for this newly registered service. This key question has been rated Requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 50 (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 did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity. Whilst people were mostly treated with kindness, empathy and compassion, we did observe some shortfalls. For example, during our assessment we observed a staff member say to a person, “Can you sit a minute because you’re getting in the way.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People’s protected characteristics such as religious beliefs and sexuality were somewhat reflected in care records and staff spoken with understood people’s individual needs and how best to support the person. However, we identified 1 person’s care records detailed they were religious and liked to pray. There was no guidance for staff on how they were to support this person’s religious needs to ensure they were met.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. Whilst the service supported people to maintain relationships with people that were important to them, they had failed to ensure people had regular access to a range of activities and the local community to promote and support their independence, health and wellbeing. Our assessment and observations confirmed this, and 1 person told us how they often go out with their family, but staff do not take them out into their local community.

The provider listened to and understood people’s views and wishes. Staff mostly responded to people’s needs in the moment. However, staff were not always available to respond to people’s immediate needs and wishes. For example, at lunch time we noted there was a lack of staff to assist all people in a timely manner. When asked about how long it usually takes for staff to respond a person told us, “If you’re downstairs straight away, but if upstairs maybe 5 to 10 minutes.”

The provider cared about and promoted the wellbeing of their staff; however, they did not always support or enable them to deliver consistent person-centered care due to staffing levels. However, staff told us they felt cared for, valued and supported. One staff member told us, “I personally feel like it’s a lovely place to work.”