Pinehurst is a nursing care home registered to provide accommodation and personal care for a maximum of 30 people. The home specialises in providing care to older people, people who are frail and some people living with dementia. At the time of our inspection there were 28 people living in the service. Pinehurst is located in Sevenoaks and is arranged over one floor.

Pinehurst is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission 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 2008 and associated Regulations about how the service is run.

People were protected from abuse. Staff knew how to access the safeguarding policy, and were clear about their responsibilities if they needed to report any concerns. The registered manager was clear about the procedures when reporting concerns. Risks to people were assessed and minimised. Risks to the environment were managed in order to keep people safe. There were enough staff to meet the needs of the people using the service. Staff were recruited in a safe manner. People received their medicines safely. People were protected by the prevention and control of infection. The service held a policy on infection control and practice that followed Department of Health guidelines and helped minimise risk from infection. Accidents and incidents were reported by staff in line with the provider’s policy. The registered manager investigated any concerns, and changes to care and support were communicated to staff.

The premises did not meet the needs of people living there, particularly for those with dementia. We made a recommendation about this. Staff received the training they needed to carry out their roles effectively. People’s needs were assessed and their care was delivered in line with current legislation. People were supported to eat and drink enough to maintain a balanced diet. Staff worked together across organisations to help deliver effective care when people move between services. Staff were knowledgeable about the Mental capacity Act, knew how to seek consent for care and knew the processes to help those who lacked capacity make decisions. People were helped to make decisions about their care.

People were treated with kindness, respect and compassion. Staff supported people to express their views and be actively involved in making decisions about their care. People’s privacy, dignity and independence was promoted. People were assisted discreetly with their personal care needs.

People received personalised care that was responsive to their needs. Most people were supported to follow their interests and take part in activities that were appropriate to them, but staff felt more could be done for people living with dementia. We made a recommendation about this. People were encouraged to maintain relationships with those who matter to them. Family members and friends were welcomed into the service. Complaints were listened and responded to. People told us they knew how to make a complaint and were confident to do so if they needed to. People were supported at the end of their life to have a comfortable, dignified and pain free death.

There was an open and inclusive culture at the service. Staff we spoke to described how they felt proud about the work they did, and how they worked well as a team. Management encouraged transparency and honesty within the service. The registered manager understood the legal requirements of their role. People, their families and staff were encouraged to be engaged and involved w