Archived: Pembroke Lodge Rest Home

Updated 21 September 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 1 June 2017 and was unannounced. The inspection team consisted of two inspectors.

We previously carried out a comprehensive inspection at Pembroke Lodge Rest Home on 9 and 10 December 2014. The service was rated as Good, with one area which required Improvement. Two recommendations were also made for the further development of some policies and procedures.

The provider had completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We looked at other information we held about the service. This included previous inspection reports and notifications. Notifications are changes, events or incidents that the service must inform us about. We contacted the local authority commissioning team, who has responsibility for monitoring the quality and safety of the service provided to local authority funded people. We received feedback from two health care professionals about their experiences of the service provided.

During the inspection we observed the support that people received in the communal lounge and dining room. We spoke with four people and two relatives, the care manager, the operations manager, two care staff, the housekeeper and the chef. We spent time observing how people were cared for and their interactions with staff in order to understand their experience. We also took time to observe how people and staff interacted.

We observed lunch, the medicines administration at lunchtime and sat in on a staff handover. We spent time looking at records, including four people’s care records, four staff files and other records relating to the management of the service, such as policies and procedures, accident/incident recording and audit documentation. We also ‘pathway tracked’ the care for some people living at the service. This is where we check that the care detailed in individual plans matches the experience of the person receiving care. It was an important part of our inspection, as it allowed us to capture information about a sample of people receiving care.

Updated 21 September 2017

The inspection took place on the 1 June 2017 and was unannounced.

Pembroke Lodge Rest Home provides personal care and support for up to 19 people. Nursing care is not provided. Care is provided to older people for long term or respite care. On the day of our inspection there were 13 people living at the service.

At the last inspection on 9 and10 December 2014, the service was rated Good. One area was identified as in need of improvement and two recommendations were made. We found work had been completed to address this. At this inspection we found the service remained Good.

People told us they felt the service was safe. On relative told us they thought the service was safe because,” You can’t just walk in here which is good.” People remained protected from the risk of abuse because staff understood how to identify and report it.

People felt there were enough staff and staff were skilled to meet the needs of people and provide effective care. One person told us, “They always come if we need them.” Another person told us, “The staffs is very good they couldn’t be better. There’s always someone on all night.” A third person said, “The staff are friendly and couldn’t be more helpful.” People were supported by staff who had been through robust recruitment procedures.

The provider continued to have arrangements in place for the safe ordering, administration, storage and disposal of medicines. People were supported to get their medicine safely when they needed it. People were supported to maintain good health and had access to health care services.

Staff considered peoples capacity using the Mental Capacity Act 2005 (MCA) as guidance. People’s capacity to make decisions had been assessed. 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. The provider was meeting the requirements of the Deprivation of Liberty Safeguards (DoLS).

People remained encouraged to express their views and had completed surveys. Feedback received showed people were satisfied overall, and felt staff were friendly and helpful. People said they felt listened to and any concerns or issues they raised were addressed.

People told us the food was good and plentiful. One person told us, “We never go hungry or thirsty here, the food is always good there is a very good chef and he cooks nicely.” A relative told us, “The food is lovely, like home cooked.” Staff told us that an individual's dietary requirements formed part of their pre-admission assessment and people were regularly consulted about their food preferences. Healthcare professionals, including speech and language therapists had been consulted with as required.

Staff continued to feel fully supported by management to undertake their roles. Staff were given training updates, supervision and development opportunities. One member of staff told us, “I did safeguarding only last week. We were told that if there was a request for additional training such as nutrition the management would arrange that.”

The service continued to have a relaxed and homely feel. Everyone we spoke with spoke highly of the caring and respectful attitude of a consistent staff team which we observed throughout the inspection. One person told us,“ Staff are lovely they can’t do enough for us, whatever I ask they do and some of them go out of their way.” A relative told us,” We’re very impressed you can tell they are happy here, it’s very relaxed.”

Staff told us that communication throughout the service continued to be good and included comprehensive handovers at the beginning of each shift and staff meetings. They confirmed that they felt valued and supported by the managers, who they described as very approachable. People told us the service was well managed. One person told us,“ It’s managed well.”

Further information is in the detailed findings below.