Pine View Care Home

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 our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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.

Care plans reflected people’s needs, preferences, and long-term aspirations. Since our last inspection they had been re-written and improved to ensure they were personalised and included people’s physical, mental, emotional and social needs.

Staff told us care plans were regularly updated and easy to refer to. Handover sheets were completed at the end of each shift to ensure important information about people was shared with staff. People were consulted when care plans were reviewed so they had a say in how their care and support needs were met.

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 had a good understanding of the needs of the people using the service and had completed relevant training to meet those needs. There was a small, stable team of care staff so people enjoyed continuity of support from a group of familiar staff.

Records showed staff noticed changes in people’s physical or mental health needs and took action to address these. Staff communicated promptly with health care providers to ensure people got the treatment and support they required.

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

The provider met the requirements of the Accessible Information Standard by ensuring people’s information and communication needs were identified, recorded, shared and met appropriately, including for people with disabilities or sensory impairments.

People’s communication needs were documented in their care plans, together with guidance for staff on the most effective ways to communicate with them.

During the inspection, we observed staff communicating with people in a respectful and effective manner. Staff spoke clearly, adapted their approach to individual needs, positioned themselves at the person’s level, and listened attentively to their responses. This enables people to express their views, make informed choices, and remain involved in decisions about their day-to-day care and support.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The provider and staff encouraged people to raise any concerns about their care and support and promoted an open culture where people felt able to speak up. People were involved in decisions about their care and staff acted on the issues and feedback they raised.

People and relatives told us staff and managers were approachable, listened to their views, and responded appropriately when concerns were raised. Feedback was valued and used to improve people’s experiences of care.

Records showed concerns and complaints were investigated, responded to in a timely manner, and appropriate action was taken where required. This helped to ensure people’s voices were heard and that any issues affecting their care and wellbeing were addressed effectively.

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

They ensured people had access to the care, support and treatment to maintain their health, wellbeing, and independence. Staff understood people’s physical and mental health needs and recognised when additional support or intervention was required.

Staff worked proactively with a range of healthcare and social care professionals, including GPs, mental health teams, social workers, occupational therapists, and other specialists, to ensure people received coordinated and effective care. Records showed people were referred to external services when required and that advice and recommendations from professionals were acted upon appropriately.

Care planning reflected people’s individual needs and circumstances, including their cultural backgrounds, religious beliefs, disabilities, communication needs, sexuality, and personal preferences. This helped to ensure people received care and support that respected their identity, values and choices.

Staff were trained in equality, diversity and human rights, as well as person-centred care. This gave them the knowledge and skills to provide inclusive care and support that met people’s diverse needs.

Staff understood the importance of treating people with dignity and respect and ensuring they had equitable access to care, support and opportunities, regardless of their background or protected characteristics under the Equality Act 2010. As a result, people were supported in a way that promoted positive outcomes, respected their individuality and helped them have a good experience of the service.

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.

Where appropriate, people had completed ‘My Wishes for the Future, End of Life and Palliative Care Plans’, which outlined their preferences, choices and wishes should they become unwell or reach the end of their lives. This helped to ensure staff understood people’s needs, values and what was important to them if their circumstances changed.

Information about people’s wishes and preferences was clearly recorded and incorporated into their personalised care plans. Where appropriate, and with people’s consent, this information could be shared with healthcare professionals, family members, and others involved in their care to help ensure decisions were made in line with their expressed wishes. This helped to promote person-centred care, support continuity of care, and provide reassurance that people’s choices would be respected during significant changes in their health or wellbeing.