Pine Lodge Care Home

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• 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

We assessed 3 quality statements from the responsive key question, and we found areas of good practice. The scores for these areas have been combined, with the scores based on the key question rating from the last inspection. There had been improvements in the way people received support, staff now supported people in a person centred way. People were now provided information in a way they understood. People were now more involved in the service and were asked for their opinions about improvements.

This service scored 57 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Relatives told us, they received information when people moved into the service. Some relatives did not remember receiving information about the CCTV in the communal areas. One relative told us, they knew about the CCTV before their loved one moved in. Another relative confirmed they were told about the CCTV before his love one moved in and given a big information pack. One relative told us, "I got some paperwork when (Name) first moved in, and I have spoken with the girls in the office. I was made aware of the cameras that are used." Another relative told us, they were always welcome in the office to ask questions. They received a brochure and spent time with the manager before their loved one moved in and were made aware of the CCTV. One relative told us, "On the first day the manager sat us down and spoke to us to explain how the home was ran. I can’t remember being told about the CCTV."

The nominated individual told us information was now accessible to people in ways they understood, such as large print and audio formats. Staff told us they were kept up to date with things going on or happening within the service. “They now hold many more staff meetings where we are involved. Since the last inspection this has improved lots. We were told about the shortfalls found last time, we all got stuck in to try and make the improvements that were needed. It’s nice to be involved." Staff told us they try their best to provide information to people in a way that benefits them. They said they did not currently support anyone whose first language was not English and if people struggled to make choices or decisions with information verbally the staff have pictures. For example they said there was a picture on the menus to help people make a choice as to what they would like to eat.

People's communication needs were assessed and there was information in people's care plans about how they preferred to receive information. The management team had provided information about what happened within the service in newsletters with pictures. Information around the service was provided in different formats to make sure people had access to the information.

Relatives told us, when they needed to raise concerns they felt listened to and action was taken. Some relatives confirmed that though they had not needed to complain, they knew and were comfortable to do this. Other relatives described how they had been supported when they raised concerns. One relative told us, "I feel confident raising concerns and have done when I took soiled washing home. Each time I raise concerns they are dealt with." Another told us, "I had to speak with management about the kitty, for hairdressing and podiatry. It is done from head office now and much easier as it’s a bank transfer. I don’t believe this was changed due to me raising concerns, just a general upgrade in their system." One relative told us, they raised concerns about their loved ones needs and that was when they suggested a multi-disciplinary team as they are not a nursing home. Now the community nurse is there every Tuesday. Another relative told us, they had raised concerns regarding their loved ones personal care. They had a meeting with the manager and care coordinator. As a result the manager has assigned a key worker, they are going to wait a few weeks then the manager and care coordinator will review this with them.

The nominated individual told us, the new system was a “work in progress”. The nominated individual told us action had been taken to ask people, their relatives, staff and professionals for their views of the service and these had been used to make improvements. For example, people had been asked about their food preferences and adjustments had been made to the menu to reflect people’s wishes. The nominated individual told us following our last inspection they had met with people and their representatives to discuss the shortfalls we identified. They had also talked through concerns people and their relatives raised and how all the concerns and shortfalls would be addressed. Communication strategies were agreed to keep everyone informed of the developments being made. They told us people’s relatives had been supportive and shared their input on the changes being made. The activities co-ordinator stated that things had improved, they had got people who normally don’t like to participate – to come to the lounge. They spent 1-1 time with people in their bedrooms. They also had much more time and ability to plan relevant activities so people get involved including resident of the day being implemented.

A new system had been introduced to listen to people and their relatives and enable them to be fully involved with planning their care. This included regular reviews and encouraging people and their families to share information to make sure care was personalised. The care plans reviewed showed people's preferences had been integrated into their care plans.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Relatives told us they thought their loved ones were treated fairly and equally. They described how people were supported to follow their faith. One relative told us, "I feel they are treated the same as all the other residents. They are catholic, and has rosary beads. There was a service in the dining room the other day. The activities coordinator knows they are catholic and asked if they wanted to attend, but they didn’t." Another relative told us, staff spent more time with their loved one as they did not communicate verbally, to make sure they received the support they needed. Another relative commented, "Every individual is treated appropriately, there are a wide range of residents."

Staff told us that they feel people living at Pine Lodge are getting good outcomes from their care and support. One person had suffered a fall whilst in the service. They were assisted to hospital and it was believed due to the person’s injury they may not be able to mobilise again. However staff have managed to support the person, they can now mobilise, with support and can answer the front door of the service when their loved one comes to visit. Also, one person really struggled to make their wishes and feelings known using verbal language. However with support from the staff at the service they can now manage to say yes or no which increases their independence.

There were systems in place to support people to access activities to support their spiritual and cultural beliefs. Staff understood how to support people to access healthcare appropriate to their needs.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.