CQC report explained · a residential care home
What the CQC found at The Pines
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Risks were assessed and plans explained how to reduce them. Inspectors found safe medicine systems, enough staff and suitable recruitment checks.
- Effective?
- Good
- Staff received training, induction and regular supervision. The home supported people's legal rights, healthcare needs and dietary choices.
- Caring?
- Good
- Staff had positive relationships with people and understood their communication, preferences and needs. Privacy, dignity, cultural beliefs and family relationships were respected.
- Responsive?
- Good
- Care plans were detailed, personalised and regularly reviewed. People had activities suited to their interests, although the range of activities was still being developed.
- Well-led?
- Good
- The manager knew people well and promoted a person-centred culture. Audits, team meetings and an action plan were used to monitor and improve the service.
What inspectors found, November 2017
The Pines was rated Good; inspectors found safe, kind and personalised care, with activities still being developed.
This was an unannounced, comprehensive inspection on 24 October 2017. One inspector spoke with one person living there, the manager, three staff members and two relatives. They also observed care and checked care plans, medicine records, risk assessments, staff files, complaints records and audits.
The inspectors found that all five areas were Good: safe, effective, caring, responsive and well-led. People had enough trained staff, medicines were managed safely, and risks were assessed. Staff knew people well, respected their choices and supported their health, food preferences, relationships and activities.
The home had detailed, personalised care plans and regular reviews. Relatives said they felt involved and confident about raising concerns. The overall rating remained Good, which was the same as at the previous inspection.
Safe medicines
Medicines were stored securely and given according to prescriptions. Records included key information and were fully completed.
“People received their medicines in line with prescription guidelines. Medication was securely stored in lockable cabinets.” from the report
Kind and respectful staff
Staff knew people well and respected their privacy, wishes, communication styles, cultural beliefs and relationships.
“We observed staff interacted positively with people and respected their wishes.” from the report
Personalised care
Care plans reflected people's personalities and preferences. People and families were involved in reviews and monthly goals.
“Care plans were completed in detail and reflected people's personalities and preferences.” from the report
Strong healthcare support
The home worked with healthcare professionals and followed advice from appointments. Relatives said health concerns were addressed promptly.
“People were supported to access healthcare professionals when required.” from the report
Good monitoring
Regular audits checked areas such as care plans, training, records and observations of care. Concerns found through audits were followed up.
“Records showed that any concerns identified were responded to promptly and reviewed during the next audit.” from the report
Activities still developing
minorPeople had activities linked to their interests, but the manager said this area was still being developed.
“The registered manager told us this was an area the service was continuing to develop.” from the report
- 01What new activities have been added since the inspection, and how do you record whether people enjoy them?
- 02How are care plans reviewed, and how will my relative and our family be involved?
- 03How do you make sure staff understand my relative's communication style, preferences and health needs?
- 04How do you check that medicines remain safely stored, prescribed and recorded?
- 05How would you support my relative if the building could not be used in an emergency?
This was an unannounced comprehensive inspection covering all five areas, and each rating remained Good. This explanation was written from the published report of 21 November 2017 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of The Pines
2 rated inspections over 2 years: the service has held its Good rating throughout.
- November 2017Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- December 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- December 2013
Report published without a new overall rating.
- May 2013
Report published without a new overall rating.
- November 2011
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 21 January 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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77 live-in carers within about an hour of Surrey
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £980 to £1,250 a week. 66 can care for a couple. 11 years' experience on average.
“Without his support we wouldn't have been able to navigate bringing and keeping Dad at home.”
“Not only has she looked after him beautifully, she has also been great company for him with lively conversation, kindness and humour.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.