Best Pinnacle Care Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People gave positive feedback about the service and the respectful way staff supported them. Comments included, “The carers were very respectful and supportive during the time my loved one received care,” and “The carers are gentle, good and kind to me.”

Staff were able to describe how they upheld people’s dignity and showed compassion in their daily practice. They highlighted the importance of communicating on people’s terms and maintaining privacy. One staff member explained, “I pay attention to people and their needs, communicate with people on their terms,” while another added, “I make sure their dignity is respected by closing curtains and shutting doors and making sure they are comfortable with me.”

Partner organisations did not raise any concerns about the way staff treated people

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s feedback was positive. One relative said, “There were occasions where we didn’t want [Person] to be disturbed because of their condition, so we asked the carers not to do the personal care. The carers listened to us and were very respectful.”

Staff shared examples of supporting a person who was finding it difficult to accept support and adjust to a recent diagnosis. They explained how they respected the person’s wishes while also identifying ways to ensure their condition was managed safely and effectively.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us staff enabled them to remain as independent as possible and supported them to make decisions about their daily lives. One person said, "The staff know me well; I choose which nightwear I want to wear as I am bedbound. The staff talk to me and explain what they are doing when they are doing personal care." Another person told us, "I enjoy their visits and the chats we have as they are interesting, and they allow me to be as independent as I can be."

Staff were able to describe how they promoted independence and how they offered people meaningful choice and control in their day‑to‑day care.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People spoke positively about how staff recognised and responded to their needs. One person told us, I feel the carers understand me well and are responsive to my needs and aware of the support I require."

Staff demonstrated a clear understanding of how to respond to people’s needs and provided examples of when they had done so. One staff member described their approach as remaining “calm, positive, and listening to the person in the moment.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt well supported by both colleagues and leaders. They said they had enough time to complete their duties without feeling rushed. There was adequate travel time between visits and regular breaks built into their working day.

All staff were employed through sponsorship arrangements and described the support they received when relocating to the UK. One staff member said, "They supported me at this time, with access to a house, shopping, bills and a car."

Staff reported regular contact with leaders through supervisions, team meetings, and spot checks, which contributed to their sense of support and wellbeing.