Pinetree 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.

This is the first assessment for this service. This key question has been rated 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.

During our onsite inspection, we observed positive interactions between staff and people. Feedback we received was positive around people being treated in a person-centred way. Comments we received included, “The care is good, staff are lovely” and “I am pretty well looked after. I don’t feel rushed; we have a laugh with the staff.”

Records we reviewed were detailed and personalised. People and their relatives told us they were involved in their care plan reviews and kept up to date with any changes to needs. Comments included, “If there are any health related issues regarding [relative], there is always a phone call to myself or a family member. They will always provide updates either in person, during visits or another phone call.” Staff told us that it was important for them to ensure people were supported and involved in their care and support needs. One staff member told us, “I know my residents well and when I review care plans, I like to make sure I’ve fully supported them to be involved before I write it.”

Staff spoke positively about treating people in a person-centred way. One staff member told us, “We often build strong relationships with residents and their families, and many team members go above and beyond to make residents feel comfortable and supported.”

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.

There was good continuity of care at Pinetree Care Home and the staff knew people well. The staff team was stable. Staff confirmed that handovers were carried out between shifts and records we reviewed showed people’s information was kept up to date. Communication with external health and social care professionals was effective and any information provided by external professionals, such as district nurses and GPs were clearly recorded to support people’s needs.

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

Managers and staff were aware of their responsibility to meet people’s communication needs and make information accessible under the accessible information standard (AIS) where required. The AIS is a legal requirement for organisations providing NHS and adult social care support to ensure people are provided with information in formats that support their specific needs, for example in easy read formats or larger print. Care plans we reviewed also documented if people required any additional communication needs such as glasses or hearing aids. People’s information was kept secure and confidential.

Throughout the home we saw evidence of information available to people. For example, in the reception and communal areas there was information about the activities available that week and these were also displayed in pictorial formats for people.

Feedback we received from relatives confirmed that they were, where appropriate kept up to date with people’s needs. Comments included, “Any changes in health or circumstances are instantly communicated and I am informed when a question about my [relatives] health needs to be answered or if there are any issues.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider carried out residents and relatives’ meetings and the feedback we received was positive about being listened to. One person told us, “A few months ago I spoke to the person on reception and asked why staff seemed more consistent on the ground and top floors compared to the middle floor? It changed within 24 hours and now the middle floor get the same faces too.” Another person told us, “The manager is doing alright, I went to see them today about something. I have got no complaints. The home is well run and they are very caring; I could not be in a better place.”

The provider told us that people were invited to participate with staff interviews and encouraged to vote in the employee of the month reward.

The provider had a complaints and compliments policy in place and this was made accessible to people and their relatives, including via a QR code in the reception area. The provider also had ‘You Said, We Did’ posters up around the home.

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

People had access to internal and external activities. Some feedback from people we received was mixed around activities. Comments included, “There are trips out on the company bus which takes 5 people in wheelchairs and 2 carers – they are infrequent” and “I pick up the activity sheet so I know what is going on and I come into the dining room in the morning and staff tell me things. I am well informed.”

Staff told us how important activities were to people. One staff member told us, “We do a lot of activities, 3-4 a day. The activities team are fantastic; people have trips out and go shopping. Lots of visits outside of the home.”

Records showed people had been referred to external agencies when there had been concerns about their health. Care plans considered people’s needs and were accessible to staff.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider ensured people were supported to have equitable outcomes. Staff had a good understanding of people and spoke positively about everyone they supported. People’s care records showed that people had access to external health providers and healthcare professionals. One person told us, “The dentist came 3 weeks ago and checked us both. The optician came recently and the chiropodist comes regularly.” We observed activities taking place in the home during our onsite inspection.

Staff had completed training in equality and diversity and staff understood people had a right to be treated fairly and equally.

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.

The provider had processes for planning for the future such as end of life wishes and preferences. Care plans we reviewed evidence that people and their relatives were involved in planning for the future. Where people were not ready to have these discussions, this was clearly documented within their care plans. People had ‘Life Enrichment’ care plans in place, that showed what was important to the person and their preferred outcomes while living at Pinetree Care Home.

We saw evidence that people and their relatives were involved in planning for the future and comments we received confirmed this. One relative told us, “Yes I am often contacted on this.”