Pearl Care Professionals

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People received care and support which was personal to them and was tailored to meet their needs and preferences. Staff knew people well and what was important to them. Staff understood the importance of providing support which was personal to people. A member of staff said, “I get the opportunity to attend most of our client’s initial assessments with [registered manager]. I get to listen to their wants and needs and preferences. When I perform a task, I ask for their consent. I chat to them and get to know them as we go along.” A relative told us, “Everything they [staff] do revolves around [relative’s] wishes and what they want. It’s complete holistic care.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service provided care which was responsive to people’s needs and ensured continuity of support. Care arrangements were planned to meet people’s assessed needs and were regularly reviewed to ensure they remained appropriate. People received consistent care from familiar staff, which helped promote trust and positive relationships.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service provided people with clear, accessible information about the care and support available to them. A member of staff told us, “We have a policy about the Accessible Information Standard which can accommodate clients with communication issues.” Information was shared in a timely way to help people understand what to expect from the service, including details about care visits, roles of staff and how care would be delivered in their own homes.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People’s relatives told us they did not have any concerns about the care provided, however they knew how to make a complaint and felt confident in doing so should the need arise. One relative said, “I have no concerns at all. If I did, I would discuss with [registered manager] who would take it seriously.” Staff understood the importance of ensuring people were supported to raise concerns where required. A member of staff told us, “We have a complaints procedure, and any complaints would be escalated to the manager. Although I have not experienced or received any direct complaints from clients, I heard about a complaint which was made when I first started working for the company which was dealt with immediately. [Name of registered manager] went to see the client and their family and the client’s care plan was amended in accordance with the client’s and family’s wishes. The outcome of the complaint was shared with the staff team.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff ensured people had access to health and social care professionals when they were needed. A member of staff said, “During emergency situations, I would phone 999. For non-emergency situations which I have done before, I called NHS111 for advice if I am concerned about my client’s health. I also inform [name of registered manager] as they are a nurse and discuss any concerns. I also refer to the client’s care plan for any emergency advice.” 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.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People were treated with respect and their rights respected and upheld. A relative told us, “The carers were very respectful and always sought my [relative’s] consent.” Staff had received training in equality and diversity and understood the importance of treating people as individuals. Care plans focused on what mattered to each person, including maintaining independence, managing health conditions, or feeling safe and supported at home. People’s goals were recorded in their care plans and outcomes were monitored through regular reviews and communication with people and their representatives.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Staff had received training about supporting people during their final days and following death. Care plans contained important information for staff to ensure people’s wishes and preferences were respected. A member of staff told us, “Clients have respect forms in place which details their wishes and we follow these accordingly.” The service worked with health professionals, including GPs and specialist palliative care services, to support co‑ordinated and responsive care. Information was shared appropriately to help ensure people received consistent support and symptom management at home.