Pearl Care Professionals

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• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. This is the first assessment for this service. This key question has been rated good. This meant people were safe and protected from avoidable harm.

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 had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

The registered manager informed us there had not been any significant safety events however they told us any concerns would be fully investigated and actions taken to reduce the risk of them happening again. A member of staff said, “We have not had any incidents but if there were any concerns, as we are a very small team, we would openly discuss them and come up with a solution, the same with any changes to the client’s care plan.”

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services.

The service worked effectively with other professionals such as GPs, community nurses and hospital teams. A relative told us, “The staff were very kind and helpful to us as a family and would help us sort out any issues or problems. There was an issue with a piece of equipment which they helped us to sort out. They also liaised with district nurses.” People were assessed before a package of care was offered to ensure the agency could meet their needs and aspirations. A member of staff told us, “As soon as a new care package is awarded to us, [registered manager] most often takes me with them to do the assessment and, at the same time, to meet the new client. It is a good learning experience for me as I get to know the new client’s care needs, wants and wishes and I get the whole idea of how to best look after the new client.” The registered manager told us they ensured staff had the necessary skills and training to meet people’s needs before a package of care was agreed.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately.

People were safeguarded from abuse because staff had been trained and understood the signs of neglect and knew how to report concerns. A member of staff told us, “I feel confident about raising abuse concerns if I need to. We are a very small team, and I feel I can discuss or seek advice. So far, I have not come across any safeguarding concerns since I started working with the company.” Safeguarding policies were up‑to‑date and aligned with local authority procedures. People and relatives said they felt confident staff would act if they raised concerns. A relative said, “I cannot fault the staff or the care provided.” Another relative told us, “I know [relative] is in safe hands, so I never worry if I am away which is such a relief.”

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

The provider had safe systems and pathways in place to assess and manage risks, and these were developed with people wherever possible. Staff involved people in conversations about their needs, preferences and any potential risks, and care plans reflected what was important to them. A member of staff told us, “The care plan and risk assessments help me look after our clients safely while meeting their care needs and keeping us safe in the client’s own environment. There is enough information and if I notice there is a change, I discuss it with [registered manager] so we can update the care plan and the risk assessments.” When people chose to take positive risks, such as going out alone or managing parts of their own medicines, staff supported them in a proportionate and person‑centred way. Information about risks was shared effectively between staff during handovers and when people moved between services, ensuring continuity and safety.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

People lived in their own homes and their feedback did not highlight any concerns around their environment. People’s care plans contained information about their needs and there were risk assessments for the environment and any equipment used by people. The service did not supply equipment to people, however records showed staff carried out regular visual checks and had been trained in their use.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

The service had enough staff with the right skills to support people safely. Rotas were planned to ensure travel time was built in, reducing the risk of rushed care. People’s relatives were positive about the skills and training of the staff team. One relative said, “[Name of registered manager’s] nursing care and knowledge is excellent.” A member of staff told us, “They give me the training I need to support me in my role.” Safe recruitment processes were in place, including references, identity checks, employment histories and Disclosure and Barring Service (DBS) clearances. New staff completed induction training and shadowed experienced colleagues before working independently. A member of staff told us, “[Registered manager] introduces me to the new client and orients me to their home and their routine, care plan and risk assessments. We also had a ‘Life in the UK’ as part of our induction as we were new to the country when we first joined the company.”

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.

People and their relatives told us staff always wore personal protective equipment (PPE) such as gloves and aprons when they assisted them. Staff had received training about infection, prevention and control and had access to the PPE needed. A member of staff said, “I received the training and we all use the appropriate PPE when we care for our clients.”

The provider always made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff always involved people in planning, including when changes happened.

People and their relatives told us staff ensured medicines were administered when prescribed. Records were maintained to show when medicines had been administered. There were protocols in place to ensure staff followed a consistent approach when administering medicines prescribed to be taken on a when required basis. Staff had received training on the safe administration of medicines, and their competency was checked through spot checks and refresher training.