Pearl Home Care 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 – 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 under its new registration. 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. Staff demonstrated a caring, compassionate attitude towards the people they supported and the care they provided them. One staff member commented, “I always knock before entering a room, respect personal space, involve clients in decision, encourage independence where possible, maintain confidentiality and communicate in a respectful and supportive way.” People and their families were positive about the staff that supported them. One relative told us, “Staff are always caring, kind and compassionate and treat [person] very well.” A person told us, “The carers who come to visit are very helpful, they take time to chat to me, and they are warm and understanding of my needs.”

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 care plans contained information about their likes and dislikes, and how they preferred staff to meet their care needs and wishes. People and their relatives told us staff provided care that met their needs. One relative commented, “Staff know more about [relative’s] likes and dislikes than I do.” Another told us, “Staff treat [names of relatives] with care and respect at all times, staff talk to them and understand their needs and know them well.”

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 encouraged to maintain their independence and make choices about their daily care and support. One relative told us, “[Relative] is very particular about the time they take to get dressed. Carers respect this and it is never rushed.” Staff were clear of their responsibilities in promoting independence, choice and control. One staff member told us, “I encourage people to do as much as they can themselves, even small things like choosing their clothes or helping with their own personal care. I talk to them respectfully and involve them in every decision.”

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. When staff identified changes in a person’s needs, care records confirmed health support was sought promptly and followed up. People and their relatives confirmed if they needed anything or had to raise an issue, they would be listened to and responded to promptly. One person told us they had built a good rapport with their carers, and they were very helpful in answering any questions or concerns.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager was aware of workforce diversity and was able to give examples of adjustments they had made to support staff with individual circumstances. A few staff did tell us morale sometimes varied and could be improved by a review of support options and staff wellbeing. However, most staff told us they enjoyed their work, felt listened to and were supported with their health and wellbeing. One staff member told us, “Staff morale is good. We work well as a team and support each other.”