Pinewood Nursing Home

People were looked after in a personalised way. Early assessment and frequent reassessment of the care people needed made sure staff were able to give people the care they required. A relative told us, "Since Mum has been here she has not fallen once, in over a year. The carers are caring and so mindful of Mum's needs." Staff were well trained and enjoyed opportunities to do extra training beyond subjects considered essential for care. People were supported to eat and drink and had a balanced diet they enjoyed. People were able to cook with staff at the home. People were referred to outside healthcare agencies when necessary and staff supported people if they needed to attend appointments outside the home.

People at the home were treated with kindness by respectful staff. People could decide how to spend their days and although encouraged to take part in activities and not become isolated, they had the freedom to stay quietly in their rooms if they preferred. A relative told us, "The other day he didn't feel well and they asked him if he wanted to get up. He said no, so they gave him a duvet day. I couldn't come at the weekend but I rang up and the staff were lovely and told me not to worry. He's clean and tidy they look after him."

People were supported to keep in contact with friends and family. The registered manager used a 'wish book' for people to write their ideas for things they hoped to do. These things could be simple, such as a trip to the beach, or more complicated, such as a trip to London to see a show. Photographs showed people's wishes being fulfilled. The home ensured there were always activities for people to do if they wished, events were organised by a dedicated activities coordinator. Relatives and people felt able to raise issues with the registered manager and knew they would be acted upon.

The home was well led by a registered manager with support from the provider. Since the last inspection the registered manager had worked to address the issues around the medicine errors and things had improved.

Regular audits of the service ensured issues or errors were spotted quickly and could be rectified promptly. Staff told us they were happy working at the home. People and their relatives told us the service was good, and the registered manager led the staff well. A relative said, "Staff are good at handling all situations. There have been no problems, I feel able to speak to people." People were involved in decisions made at the home and there were regular residents' meetings.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.