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.

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.

People and their relatives told us the staff were caring, compassionate, and kind. During our inspection, we observed many positive and caring interactions between staff and people using the service. Staff had received training in dignity, privacy, and respect, and delivered care in a way that promoted people's self-esteem and sense of worth.

Staff took the time to build meaningful relationships with people and demonstrated a good understanding of their personal histories, interests, families, and preferences. Despite being busy, staff made time to engage socially with people in the lounges and dining areas and regularly visited people in their rooms for conversations and companionship.
 

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.

The provider demonstrated a strong commitment to delivering person-centred care by recognising and respecting each person as an individual. People's care and support was planned and delivered in a way that reflected their assessed needs, personal preferences, strengths, abilities, aspirations, cultural backgrounds, and life experiences. Staff understood the importance of providing care that was tailored to each person's unique circumstances and identity, ensuring people received support that was meaningful and relevant to them.

People's protected characteristics, including their religious and cultural needs, and other aspects of their identity, were documented in their care records.This helped to ensure people were treated with dignity and respect and were able to maintain their identity and lifestyle choices.

Care plans contained detailed information about people's individual preferences and how they wished to receive support. For example, where people expressed a preference regarding the gender of staff providing personal care, this was recorded and respected wherever possible. Staff understood the importance of these preferences and told us how they worked to ensure people's choices were consistently upheld.

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

The provider and staff recognised the importance of people maintaining meaningful relationships and encouraged them to stay connected to family, friends, and others who were important to them. Visitors were welcomed and encouraged to make themselves at home.

During our inspection, we observed relatives and friends spending time with people in the main lounge, using a quieter lounge when they wanted more privacy, and visiting people in their bedrooms. This flexible approach ensured people had choice and control over where and how they spent time with their visitors and helped them maintain relationships that were important to their wellbeing and emotional health.

People were supported to live their lives in a way that reflected their personal preferences and routines. They could choose their daily routines and the level of independence that suited them, and staff respected these choices. Care records contained information about people's preferences, including their preferred times for getting up, going to bed, receiving personal care, and taking part in activities. Staff understood these preferences and worked to ensure they were respected.

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 relatives told us staff responded quickly if a person rang their call bell. A person said, “They come straight away if I ring, and it’s the same at night too.” A relative told us, “It’s very safe, the staff are there in an instant [if a call bell is rung]. It’s far superior to other care homes [person] has been in.”

We observed staff providing attentive and responsive support to people throughout the lunchtime period. There were sufficient numbers of staff available to ensure people received support in a timely manner and were able to enjoy their meals in a relaxed and unhurried environment. Staff were present in the dining area and responded promptly when people required assistance or reassurance.

Although no-one in the dining room needed 1-2-1 support with eating and drinking, several people benefited from gentle prompting from staff. Staff provided this support patiently and respectfully, ensuring people remained as independent as possible. We observed positive interactions where staff took time to engage with people, offering reassurance and encouragement where needed to promote a positive dining experience.

Staff demonstrated a person-centred approach and were responsive to individual preferences. For example, when one person indicated they did not wish to eat the hot meal provided, staff quickly explored alternative options and prepared a sandwich instead. The person accepted this willingly and ate their meal with enjoyment. This showed staff respected people's choices and adapted support to meet their individual wishes and preferences.

Throughout the meal, staff remained attentive to people's needs and wellbeing. They took time to observe people, communicate effectively, and support individuals to make choices about their food and drinks. People were offered choices in a manner that suited their communication needs and preferences, helping them remain involved in decisions about their care and daily lives.

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

Staff told us they received the training, guidance, and support they needed to carry out their roles effectively and meet the diverse needs of people using the service. They spoke positively about the quality and range of training available and said this had improved since we last inspected. One staff member told us, “Training is a lot better than it was and we get to do a range of courses. We’ve done a lot more on mental health and dementia which has helped us understand the residents better.” Staff explained that training helped them feel confident in their roles and better equipped to provide safe, person-centred care.

In addition to formal training, staff said they felt well supported by the management team. They told us they could seek advice whenever needed and felt comfortable approaching the provider and deputy manager with questions or concerns. This helped create a positive working environment.

The provider ensured staff had regular opportunities to share feedback, discuss concerns, and suggest improvements to the service. Staff told us their views were valued and they were actively encouraged to speak up. Team meetings, supervision sessions, and day-to-day discussions provided opportunities for staff to contribute ideas about how the service could be developed and improved. Staff told us the provider promoted a culture of teamwork and collaboration and was willing to listen to suggestions aimed at improving outcomes for people and the experiences of staff.

The provider had clear policies and procedures in place to support staff in raising concerns. Staff were aware of these procedures and understood their responsibilities to speak up if they witnessed poor practice or had concerns about people's safety or wellbeing. They told us they would feel confident raising concerns and believed these would be taken seriously and acted upon appropriately. This helped to promote an open and transparent culture where staff felt supported to contribute to the continuous improvement of the service.