The inspection took place on 26 July 2016. The visit was unannounced. At our last inspection on 1 November 2013 the service was found to be meeting the required standards in the areas we looked at. Pinewood Lodge provides personal care for up to 60 older people. It does not provide nursing care. At the time of our inspection 59 people were living at the home.

At this inspection was saw evidence that the newly appointed manager had recently submitted an application to be registered with the Care Quality Commission (CQC) as the registered manager. The registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People told us that staff helped them stay safe at Pinewood Lodge. Staff received training on how to safeguard people from abuse and were knowledgeable about the potential risks and how to report concerns. Robust recruitment practices were followed and there were sufficient numbers of suitable staff available at all times to meet people’s needs. People were supported to take their medicines safely and at the right time by trained staff where necessary and appropriate. Potential risks to people’s health and well-being were identified, reviewed and managed effectively.

People who received support, relatives and health care professionals were positive about the skills, experience and abilities of staff who received training and refresher updates relevant to their roles. Staff supported people to maintain good health and access health and social care services when necessary.

Staff obtained people’s agreement to the support provided and always obtained their consent before helping them with personal care. People told us that staff supported them in a kind and caring way that promoted their dignity. We found that staff had developed positive relationships with the people they supported and were clearly very knowledgeable about their needs and personal circumstances.

People who received support were involved in the planning and regular reviews of the care provided and this was accurately reflected in their individual plans of care. The confidentiality of information held about people’s medical and personal histories was securely maintained.

People received personalised care and support that met their needs and took account of their preferences. Staff were knowledgeable about people’s background histories, preferences and routines. People were supported to pursue social interests relevant to their needs. They told us that the manager and staff listened to them and responded positively to any concerns they had. People were encouraged to raise any concerns they had and knew how to make a complaint if the need arose.

People, their relatives, staff and professional stakeholders were all complimentary about the management team and care staff and how the service operated. The management team monitored the quality of services and potential risks in order to drive continuous improvement.

We inspected Pinewood Lodge on the 1st November 2013 and found that they were not meeting standards required for protecting people against the risks of infection as people were not cared for in a clean environment. We asked the provider for a plan of action and revisited on the 4th March 2014. We spoke with management, people who use the service and staff. We looked at policies and procedures for infection control and hand hygiene. We looked at cleaning schedules and the training matrix. We looked at service user’s rooms, communal areas, bathrooms and toilets. We found that Pinewood lodge was meeting the standards required to care for people in a clean and hygienic environment. A person who used the service said "The carers are good and my room is cleaned everyday". Another service user told us "the food and the staff are good; I have nothing to grumble about". Staff we spoke to were pleased with the changes.

The people we spoke with said that they were being well cared for and in general they were happy with the quality of service. One person said “The staff are good, pleasant and helpful. The food is good too.” Another person said “I am happy here. I have no concerns. I like staying in my room, doing my own things.”

We found that the provider was meeting most of the standards we had inspected, except for one. There was not a system in place to assess the risk of and to prevent and control the spread of infection. However, there was a system for the management and safe administration of medicines. Peoples’ care needs were assessed and met appropriately. There was a system for assessing and monitoring of the quality of service and we noted that confidential records had been kept safely and securely.

People that we spoke with told us that they had been treated with respect and that they received the personal care they needed. They were satisfied with the social activities available to them.

People told us that they felt very involved in their care and their opinions were taken into account. The care plans and the risk assessments had been reviewed regularly and kept up to date.

We spoke with a relative who was visiting the home on the day of our inspection; they told us that they were extremely happy with the care their relative had received.

The home had systems in place to protect people from abuse and staff were knowledgeable as to what actions should be taken if they had concerns.

Staff had received the training to support them in their work. The home had a complaints policy and procedure in place, however, complaints had not always been recorded appropriately.

During our site visit on 30 December 2011, people we spoke with were generally satisfied with the care and service provided. A person commented, “I can’t find anything wrong with the service. Very good indeed. The food is very good too.” Another person said, “Quite happy with the care and service. I join in activities sometimes but I prefer my own company and stay in my room sometimes.”

A person using the service commented, “Staff are very kind and helpful.”

Another person said, “You can have a laugh with the staff; some have a sense of humour.” and another person added, “They help you pass the time here; the staff are wonderful.”

When asked about choices and activities, a person said, “We have choices on the menu and freedom to choose; we can join in activities if we wish.” Another person added, “There is bingo, quizzes and entertainment. We have won prizes.”

A professional visitor commented, “The majority of the staff are very good. On the whole quite a good service.”