Pinglenook Residential 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 under this provider. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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. People told us the staff treated them with dignity, respect and kindness. We observed numerous staff interactions with people which were supportive and caring. Staff’s approach to people was with patience and diligence. One person told us, “The staff are very kind, and I am well looked after.” A relative told us, “The staff have been lovely to [family member] and really seem to care.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff understood people’s communication needs enabling people to be supported in their preferred way. This meant people’s choices could be realised such as their choice of meals and drinks, and whether they chose to take these in the communal dining room, lounge or their own rooms. People decided for themselves when they got up, went to bed or spent time in their bedrooms during the day. Observations of interactions between people and staff confirmed there were positive relationships between them both.

The provider did not always promote people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Whilst there were some activities on offer to people these were limited and feedback from people and relatives was generally negative. We discussed this with the provider who told us they were in the process of arranging more activities for people in consultation with them. We accepted the layout of the environment was restrictive, however, a more innovative approach to activities would offer people more choice on how they spent their time.

People’s independence was encouraged, and we did receive some positive feedback. One person told us, “Staff support me to do things by myself. I can do certain things [some personal care] and they do other things I cannot [other personal care].” Another person told us, “Staff support and encourage me to go to the shops or the bank. We have an arrangement where I let them know when I am leaving and take my phone with me and they ‘check in’ with me to make sure I am ok.”

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. Our observations in communal areas and noting response times to call bells confirmed people’s need for assistance and support was responded to promptly. People and relatives, we spoke with confirmed this. One person told us, “They [staff] always make sure I can reach my bell. When I’ve used it, they come quickly.” Another person told us, “I use my bell every day to go to the toilet as I have to have someone with me. I never have to wait.” A relative told us, “Staff come very quickly when [family member] needs them.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff gave positive feedback on how they were supported by the manager. One told us, “We are treated quite well. They stagger our breaks and make sure the workload is manageable.” The manager told us they encouraged staff to approach them if they had any issue or difficulty. The manager also undertook one to one supervision sessions and appraisals.