Pearl Home Care Ltd

On this page

• 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 under its new registration. 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. The service had a person-centred approach and included people in their support and decisions about their care. Care plans reflected people’s backgrounds, interests, choices and preferences. Mostly people and their families told us they had consistent support from a regular staff team who knew them well. One person told us, “Staff know me really well and take time to talk to me and know what I like. They know what TV programs I like to watch and songs I like to sing and my favourite food.”

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. Care records confirmed relevant health and care professionals were contacted when people needed to see them. Systems were in place to monitor and review care to ensure consistent care was delivered. One relative told us they would like a more consistent team for their family member. However, overall feedback showed that most people felt they were mostly supported by the same staff except when someone was absent due to sickness or holiday.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Systems were in place to meet the requirements of the Accessible Information Standard and to provide information in ways that met the individual needs of people supported. Care plans outlined each person’s communication needs and the support required. For example, 1 person was unable to communicate verbally and information in their care plan detailed how they wished to be communicated with including the use of picture cards.

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 and their relatives knew how to provide feedback about their experiences of care and support, including how to raise concerns or issues. One relative told us, “I would contact [Name of registered manager]. They pop round regularly to see us and have a chat.” People and their families told us they were involved in discussions about their care and their views and wishes taken into account when care plans were reviewed.The registered manager welcomed feedback and viewed it as an opportunity for learning and improvement. We saw evidence that complaints and concerns were responded to promptly and, where appropriate, action was taken.

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff responded promptly to people’s needs, ensuring care and support were provided in line with individual preferences. Records confirmed everyone had equal access to services, including healthcare, and received timely assistance. People were treated fairly and with respect, and reasonable adjustments were made whenever necessary.

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. The registered manager and staff were clear about their responsibilities to ensure people’s care and support promoted equality, removed barriers or delays, and safeguarded their rights. The provider carried out regular care reviews to confirm that support continued to meet individual needs and allowed for new goals to be set. Policies, training, and systems were in place to encourage both people and staff to speak up about equality and diversity.

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. Care plans were reviewed regularly and updated to reflect any changes in individuals’ needs, preferences, and circumstances. People’s choices were respected, with staff supporting people to be involved in and maintain control over their care. Where people had shared their end-of-life care wishes, this was recorded in their care plans.