Pinglenook Residential Home

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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service under this provider. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People’s needs were assessed when they moved to the service. Their care plans were detailed and recorded how people wished to be cared for and what was important to them. When changes had occurred to people’s needs, care plans were updated, and all staff were informed through the electronic handover system. However, most relatives could not recall being involved in subsequent formal reviews of care, although they did confirm communication from the service was positive. The provider told us they were aware of this, and the new manager was scheduling reviews with relatives, and they would be invited. This process had already begun and during the assessment a review of a person’s care was being undertaken with their relative present.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. People’s care was delivered and assessed using nationally recognised tools, for example, risks to people’s nutrition and hydration and skin integrity. People’s weight was closely monitored, and a choice of meals and drinks were available that met their dietary needs.

Staff were observed supporting people with their meals and offering drinks throughout the assessment where required. Kitchen staff were aware of people’s dietary needs so meals and drinks could be prepared safely.

One person told us, “I must avoid certain types of food as these interfere [have negative effects] with the medication I take. The staff and cook know what to give me.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff had continued access on how people wanted to be supported, and how to manage risks to people. A ‘live’ electronic system enabled staff, using portable devices, to record, review and update information in real time.

Feedback from partners was positive on how the service engaged and worked in collaboration with them.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Timely referrals were made to specialist healthcare services, such as Speech and Language Therapy (SALT) and diabetic clinics. Any ongoing involvement with specialist services, where guidance was provided to support people effectively was recorded in people’s care plans. A local GP visited the service regularly to review people’s clinical needs and medicines.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. Tools were in place to monitor people’s health and well-being. These included, but were not limited to, food and fluid charts, repositioning charts and people’s weights.

One person told us, “I’m confident I’m being well cared for with my medical issues. They [staff] know that for which to watch out for.” A relative said, “[Name] was very poorly and eats very little but the carers support and encourage them as best as they can to keep eating."

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People’s mental capacity was assessed and recorded in line with the Mental Capacity Act (2005). Staff sought people’s consent to care and treatment prior to delivering care. People and their relatives confirmed this.

One person told us, “They [staff] ask me every time before helping me, they don’t just do it.” A relative said, “I hear staff asking [family member] before providing personal care or making them comfy in bed.”

When people had been assessed as lacking capacity to make certain decisions Deprivation of Liberty Safeguards (DoLS) applications had been completed appropriately and subsequent authorisations were recorded.