Pinnacle Care Professionals Ltd

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

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 outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We spoke with care staff about their role and considered how they demonstrated empathy and compassion when supporting people. One staff member told us, “As carers we are very in tune with people and really care, it goes beyond the person, it’s the family as well, and the relationships. [Registered manager] has taught me about caring is a privilege and the deep bond you have with somebody. I think there is a trust.”

Every person and relative we spoke with had nothing but praise and positive feedback about the registered manager and staff. One relative told us, “I have met all the carers, they are very good. They are very kind, they never rush things and [relative] trusts them”. Another person said, “Every one of them [staff] has a smile as they come through the door and that makes such a big difference you know”.

The registered manager and staff team spoke passionately about their role and the importance of developing relationships with people and genuinely caring. The team spoke with us about examples of going above and beyond to support people including supporting a person whilst in hospital to virtually attend a family wedding, decorating their hospital room, assisting them to get dressed for the wedding, and supporting with using the computer to be part of the event.

Staff spoke to each other and the inspection team with respect and external professionals supported this. One professional told us about attending a meeting with a service user recently, “[Registered manager] was patient and respectful to the client and me.”

Staff demonstrated genuine compassion in their everyday interactions and people told us it was the ‘little things’ that made a difference. They took time to listen, learn about people and offered comfort when people were distressed. Their approach ensured people felt respected as individuals and supported in ways that recognised them as individuals and upheld their dignity at all times.

Overall, the provider demonstrated outstanding practice in kindness, compassion and dignity. The registered manager and staff’s deep knowledge of each person, combined with their empathetic approach, created a professional relationship where people felt safe, respected and genuinely cared for.

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

We spoke with the care coordinator who gave us examples of how they ensured people’s rotas were not only person led regarding times and the support received but also in the way the information was communicated. They told us about supporting a person with a visual impairment and working to their strengths, “What I do for [name], I put the carers faces on the rota, they’re quite good at seeing who the pictures are and so we put pictures in so they know who is coming.” We spoke with people and relatives who all felt the care was personal to the individual. One relative said, “They [registered manager and staff] always put the person and the family first in everything they do.”

We saw a bespoke training video that was made in conjunction with the stoma nurse and the person supported to create a person led guide for staff on how best to support them with stoma care. This had been created collaboratively with the person to ensure their care and support met their individual needs and preferences and also provided the person with assurance that staff were trained in the way they wished their care to be delivered.

People’s unique personal preferences, life history and background was captured in care plans as well to give a full picture of the person as well as the care and support they required.

Staff consistently demonstrated deep respect for each person’s preferences, communication style and emotional needs. They adapted their approach and support strategies to ensure people felt understood, valued and in control of their experience of care.

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

Staff at every level demonstrated outstanding understanding and practice in promoting and enabling people’s independence. Staff understood that independence looked different for everyone, and daily records, discussion with the staff team, and care plans demonstrated how this was put into practice enabling people to be as independent as possible.

For example, the service supported a person with very limited communication and had developed a communication board so the person could indicate their wishes and choices without the need for speech or signing.

The registered manager and staff understood the benefits of providing a whole family approach to care to support people’s wellbeing. One relative told us, “[Registered manager] has kept me informed of everything. They’ve not just supported [name], they’ve supported me too. They are excellent, better than excellent.”

The team, led by the registered manager, creatively and consistently supported with means to help individuals build confidence, communicate their choices effectively and maintain control over their own care.

The provider was exceptional in how they 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.

The registered manager and staff responded exceptionally well to people’s immediate needs. The team’s approach was thoughtful, and they used proactive planning to ensure people’s needs were met drawing on their relationships and understanding of the people supported.

People and relatives felt well supported and that should anything come up the registered manager and team would ensure the person was supported through it. One relative told us, “Last week the carer thought [relative] might have a urine infection and so they phoned me and then contacted the doctor and made the appointment and said, ‘we will take [relative]’. They have arranged pads; they will do shopping. I feel like I have an extended family.”

Another relative spoke with us about living some distance away and the challenges of responding themselves if anything happened. They said, “I contact [registered manager] and [name] gets a carer round in 5 minutes to be with [relative]. It could not be better.”

We heard many examples of staff responding in the moment to support people through a crisis including out with the expected health and wellbeing issues that may occur for example, the registered manager going to a person’s house to help them during the night as they had a water leak. One of the staff also commented on this and said, “[Registered manager] is so responsive and always goes above and beyond and that’s a thread throughout my time [working here]”.

Overall, the service demonstrated outstanding practice in responding to people’s needs in the moment. Staff’s proactive, skilled and compassionate approach ensured people experienced improved health and wellbeing and support that truly respected their rights and individual holistic needs.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

The registered manager demonstrated an exceptional commitment to supporting staff wellbeing and enabling the workforce to thrive. Staff consistently described a culture where they felt valued, listened to and supported both professionally and personally. All staff spoke highly of the registered manager and many of them gave examples of how they had been supported with both professional and personal issues, could access wellbeing resources and examples of flexible working arrangements. One staff member said, “I love the company and can’t fault them, I love working here they are very supportive, even with my family life they work hard to work around me so that I can do my job.” We saw examples of flexible working so staff could achieve a good home/work life balance as well as additional support with learning needs. This demonstrated a leadership approach based on compassion and genuine teamwork.

Staff confirmed they received regular support through structured supervisions and team meetings. The meetings gave everyone an opportunity to contribute to the discussions around training and development, any issues they needed support with and emotional support, helping staff feel supported, valued and confident in their roles. One staff member said, “[Registered manager] really gives to people, not only do they have the care and the kindness for the clients but the staff as well, [registered manager] really takes care of us.” Staff also spoke with us about less formal support they received with one saying, “There is a lot of checking points that are more informal, but they are quality check ins.”

Staff spoke with us and we saw clear evidence of active career development. Staff thrived in an environment where they were encouraged, and supported, to develop new skills and knowledge. The registered manager ensured staff had access to training, mentoring and opportunities to expand their roles, resulting in a happy, motivated and highly skilled workforce. They told us, “By recognising individual strengths, providing tailored development opportunities, and maintaining a culture of mentorship and reflection, Pinnacle creates an environment where staff feel supported to grow professionally and personally. This investment in people directly strengthens the quality, safety, and compassion of the care delivered.”

This strong focus on wellbeing and enablement contributed to a resilient, enthusiastic team who felt proud of their work. People benefited from consistent, compassionate and high‑quality care delivered by staff who felt supported, valued and heard.