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Pilgrim Wood Residential Home Requires improvement

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 14 December 2019

Pilgrim Wood Residential Home is a care home without nursing for a maximum of 35 older people, including people living with dementia. There were 28 people living at the home at the time of our inspection.

People’s experience of using this service:

Although some aspects of the home’s management had improved since our last inspection, we identified other areas which required improvement. Quality monitoring systems were not effective in ensuring action was taken when shortfalls were identified. Some records were disorganised and information was held in a number of places, which made it difficult to locate accurate, up-to-date information.

The provider had not acted to ensure that risks were managed effectively. A fire risk assessment carried out in April 2019 had identified actions required to improve fire safety. These actions had not been carried out at the time of our inspection. Following our inspection, the provider confirmed they had scheduled this work to be completed. Although accidents and incidents were recorded, these events were not reviewed by the management team to identify action that could be taken to prevent a similar incident happening again.

Other aspects of health and safety were managed safely. Regular checks were made on equipment used in people’s care and the call bell system and staff carried out in-house fire checks. A personal emergency evacuation plan had been developed for each person and the provider had a business continuity plan to ensure people would continue to receive their care in the event of an emergency. Medicines were managed safely and staff maintained appropriate standards of hygiene and infection control.

People told us they felt safe at the home and when staff provided their care. They said staff were always available when they needed them. People were protected from the risk of abuse because staff understood their role in safeguarding people and knew how to recognise and report concerns. The provider’s recruitment procedures helped ensure that only suitable staff were employed.

A new registered manager had joined the home since our last inspection. Relatives told us communication with them had improved since the new registered manager took up their post and staff said they received good support from the registered manager and senior staff. Residents’ and relatives’ meetings took place and team meetings were used to ensure staff provided people’s care in a consistent way. Staff received appropriate training for their roles and shared information about people’s needs effectively.

People received their care from staff who knew their needs and preferences about their support. Staff were kind and caring and treated people with respect. Friends and families could visit whenever they wished and were encouraged to be involved in the life of the home. Relatives told us the home had a friendly atmosphere which their family members enjoyed.

People were supported to maintain good health and to access healthcare services when they needed them. Staff monitored people’s health effectively and reported any concerns promptly. Staff kept relatives well-informed and up-to-date about their family members’ health and well-being.

Care was provided in accordance with the Mental Capacity Act 2005. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People had access to a range of activities and staff had established links with groups within the local community. People enjoyed the food at the home and any specific dietary needs were recorded and known by catering staff.

People and relatives knew how to complain and told us they would feel confident in doing so. The provider or registered manager had responded to any complaints received.

For more details, please see the full report which is on the CQC website at

Rating at last insp

Inspection areas


Requires improvement

Updated 14 December 2019

The service was not always safe

Details are in our Safe findings below.



Updated 14 December 2019

The service was effective

Details are in our Effective findings below.



Updated 14 December 2019

The service was caring

Details are in our Caring findings below.



Updated 14 December 2019

The service was responsive

Details are in our Responsive findings below.


Requires improvement

Updated 14 December 2019

The service was not always well-led

Details are in our Well-led findings below.