Continuous improvement, respectful, compassionate, enthusiastic – just a few of the words littered throughout The Pines recent CQC Inspection, where they achieved a wonderful rating of ‘Good’. Whether that’s supporting people to develop their independence or developing communication tools to ensure people can effectively communicate their goals, The Pines is making every moment matter.
Well done to the team and the service manager, Chloe, for supporting her colleagues to deliver the best support to those at The Pines.
Service Manager Chloe shared ‘Without the team providing all round good quality care and support the overall rating of good would not have been achieved, this is a credit to the team for their ongoing daily hard work.‘
Comments from the relatives included:
- “I do have peace of mind that [family member] is safe.”
- “When I visit everyone seems happy there, they [staff and people using the service] were all sitting around the table chatting.”
- “There’s definitely good interaction between staff and the residents.”
- “Oh wow, [manager] communicates so well…With [manager] the residents come first, [manager is] lovely and if I ask [manager] something [manager] gets to it.”
Highlighting some of our stand-out comments, have a read of the wonderful report below;
Safe
- The provider had a proactive and positive culture of safety, based on openness and honesty.
- Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect.
- Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.
- A person told us how they chose what they wanted to do and they were supported to make plans with the staff, this included how they could do their chosen activity safely.
Effective
- People were supported to maintain contact with family and friends, and where they had relatives who lived away from the area, they were supported to, for example, to have telephone contact.
- People were supported to maintain a healthy weight, this included encouragement in healthy eating. The manager told us whilst they were encouraging people to maintain a healthy weight, their decisions were being respected.
- Staff knew people well and they were vigilant to any changes in their physical or emotional wellbeing. Where staff had concerns about people’s wellbeing, referrals were made to other professionals and guidance and treatment was documented into the care plans.
- People told us they chose what they wanted to do in their lives. We saw staff using various methods of communication to support people to make choices, this included verbal, written and using objects for people to point to.
Caring
- Staff communicated with people in a respectful and compassionate way. People’s privacy, dignity and independence were promoted and respected.
- People told us they liked the staff who supported them, a person listed the staff, who they said were all, “Nice.”. People were clearly comfortable with the staff who supported them and with each other.
- Staff listened to people and communicated effectively to ensure they understood what people wanted. There was a homely and welcoming atmosphere in the service.
Responsive
- People were involved in the planning of their care, and a common thread throughout was their choices, goals and abilities.
- Each person had an active life and had access to meaningful activity both inside the service and in the community, both individually and as a group.
- People’s choices were listened to and acted on and their hopes for the future were identified, including in the service and in the community. This supported the staff to deliver consistent person-centred care and to remove barriers people may face to living full and active lives.
Well-Led
- The manager was enthusiastic, compassionate and understood their role and responsibilities. They were a visible presence in the service and people knew them and told us they felt comfortable with the manager.
- A staff member said, “I believe the service is well-led. The management team is approachable, supportive, and committed to continuous improvement.”
- The provider fostered a positive culture where people felt they could speak up and their voice would be heard.
Fostering a culture of continuous improvement, well done to the team at The Pines for ensuring the people they support are achieving their goals and growing their independence.
