Pearl Care Professionals

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 were supported with kindness, compassion and respect. Staff maintained people’s dignity and privacy during visits and delivered care in a manner which was considerate, person‑centred and responsive to individual needs. People’s relatives commented on the kindness of the staff who supported them. One relative said, “The carers were very kind and caring and knew my [relative] very well which was important. They were cheerful and trustworthy.” Another told us, “They [staff] are a breath of fresh air. I can’t fault them.”

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 were supported by a small team of staff who visited them regularly and knew them well. The service treated people as individuals and delivered care which was tailored to their specific needs, preferences and routines. Care staff took time to understand what was important to people and used this knowledge to provide personalised support within their own homes. People’s choices were respected, and staff demonstrated flexibility in how care was delivered to reflect individual circumstances. A relative told us, “They always go the extra mile. For example, [relative] loves fruit and when I got home, there was fruit in the fridge. Nothing is too much trouble. [Registered manager] will always cover me at short notice if needed.”

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

People were supported to exercise choice and control over their care and to remain as independent as possible in their own homes. Staff encouraged involvement in daily activities such as washing and dressing and respected people’s decisions about their support. A relative told us, “They [staff] respect [name of person’s] wishes and try and encourage them as much as possible. [Name of person] has capacity and knows their own mind and they [staff] are respectful of that.”

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.

Staff understood when to seek additional support or escalate concerns appropriately. They knew how to respond to changes in people’s physical or emotional wellbeing and took steps to ensure people remained safe and comfortable, including communicating concerns to relatives or other professionals where necessary. A relative told us, “[Name of registered manager] is very good and will advise us if they think [relative] needs to see a GP. They have also made sure [relative] has all the equipment they need.”

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

The provider demonstrated a commitment to workforce wellbeing and ensured staff were appropriately supported to carry out their roles effectively. Staff had access to regular supervision, support and training, which helped them feel confident, valued and equipped to meet people’s needs. Staff described feeling supported by management and able to raise concerns or seek advice when needed. A member of staff told us, “I feel very supported and have been given the training and support to carry out my role.”