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Thurso care home praised in Care Inspectorate report


By Alan Hendry

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Residents of Pentland View were listened to with courtesy and respect and their care plans demonstrated that their rights were upheld, the inspection report noted.
Residents of Pentland View were listened to with courtesy and respect and their care plans demonstrated that their rights were upheld, the inspection report noted.

A Thurso care home has received top marks in an inspection report.

Pentland View, run by Barchester Healthcare, was praised by the Care Inspectorate for the way it looks after all aspects of residents' wellbeing.

"Residents and relatives spoke very highly of the care they received from staff," the report said.

The unannounced inspection was carried out in March, just before lockdown, and publication of the report was delayed because of the pandemic.

Pentland View is registered to provide care to a maximum of 50 people and at the time of the inspection there were 47 residents.

The report stated: "People using the service should experience support that promotes their independence, dignity, privacy and choices. We consistently observed positive, good-natured interactions between residents and staff. People were listened to with courtesy and respect and their plans of care demonstrated that their rights were upheld.

"One person stated how important it was that she remained connected with her friends. She was delighted to be empowered to take control of her own social engagements both in and outside of the home.

We consistently observed positive, good-natured interactions between residents and staff.

"Residents and relatives spoke very highly of the care they received from staff. They spoke of the staff 'understanding what we need' and doing 'all they could to make it happen'. This clearly reflected values within the service of respect and willingness to help whilst maintaining professional boundaries. One relative commented, 'Without the manager and staff's commitment to work with my mum, our family would not have the loving relationship we now have with her.'

"The enabling attitude of staff promoted people's independence and they strived to ensure that the physical and social support they provided had a positive outcome for people. One resident was supported to hold an exhibition of her art, together with another local artist. This provided a wonderful opportunity to connect with the local community and encouraged other residents to consider how they might achieve their own wishes and aspirations.

"Residents spoke warmly of the involvement they had with a local nursery and how [one resident said] 'it did her heart good' every time she saw the children. The activities co-ordinator had recently set up 'pen-pal' correspondence between some residents and local schoolchildren. This had been a huge success and people spoke excitedly about receiving their letters. From the letters, we found both parties loved hearing the differences between life as a child around 60 years ago compared with today.

"We found mealtimes were relaxed and unhurried and gave people an opportunity to socialise if they wished. The dining tables were attractively presented with tablecloths, napkins and condiments. Residents told us they liked this and appreciated having a daily menu to look at. Food was plentiful and nutritious and there was evidence of drinks and snacks available throughout the home.

"People should be sure that their health needs are well met. We were confident that people's health benefited from responsive action taken where changes in health needs were identified. Communication with the wider healthcare team was open and responsive. Anticipatory care plans were complete. Consequently people benefited from early intervention and advice through joint management of their chronic conditions with other professionals.

"There were safe systems in place for managing medication; this meant that people could be confident their medication was being administered safely and their wellbeing promoted."

Under "areas for improvement", the report highlighted the importance of residents being able to access a safe outside space. "Access to the garden should be reviewed so that people who wish to go outside can do so safely and when they choose," it said.

A spokesperson for Barchester Healthcare said: "We are delighted that Pentland View has been rated as ‘very good’ in the recent Care Inspectorate report. The report recognises how well the care and support is planned, and how well residents’ wellbeing is supported.

"The residents and relatives that inspectors spoke to said ‘the care and support from all staff has been excellent’. The report further explained that residents benefited from care plans which are regularly reviewed and updated, taking account of their preferences and wishes.

"The inspectors found consistent evidence of residents and relatives being involved in compiling and reviewing personal care plans to ensure that they reflected each resident's needs. The report stated that care plans held very good information about residents, their families, past lives, choices and wishes and some of these were completed in great detail, with a plan in place to use the information to shape meaningful activities for residents, and to develop new opportunities where possible.

"We are pleased that inspectors have noted the encouraging progress being made with care plans, particularly around developing and improving social aspects of care for residents. We are in the process of reviewing the care planning documentation, which will further develop the progress already made at the home."

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