Pinnacle Caring Services Limited

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.At our last assessment we rated this key question good. At this assessment the rating has remained 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. People were positive about the way they were treated, one person told us, “They (staff) are very kind, overall, they're very good.” Staff were able to describe how they supported people’s privacy and dignity.

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. Staff respected people’s wishes and choices such as they type of meals they liked, the time they liked to go to bed or the activities they enjoyed. Where able, staff supported people to access the local community. For example, a care worker had supported a person to join a club and take part in an activity they really enjoyed.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had built effective relationships with staff who knew them well. People were supported to make choices about their care. Where able staff supported and encouraged people’s independence. For example, one person was encouraged and supported to enable them to clean their own teeth. Whilst people’s care plans included their views and stated people would be supported to have control over their care. We saw one example where the records needed to be clearer to demonstrate whether a person had been given a choice about an aspect of their care. We have referred to this in the consent to care and treatment quality statement.

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. The provider supported people with live- in carers, this meant staff were usually available to respond to people’s needs as required. Staff made changes and adjustments in response to people’s individual needs. The provider had an on-call system for emergencies. One person confirmed they had been able to contact the provider in an emergency for support.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported and were given opportunities to develop through training and supervision. Staff well-being was an agenda item for discussion within staff supervision meetings. There was always a manager on-call for support, in case of emergencies. Staff were supported with training in lone working, personal safety, well-being and resilience.