Pinnacle Caring Services Limited

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. At our last assessment we rated this key question good. At this assessment the rating has remained 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 provider ensured where possible care staff were matched with people to promote effective relationships. Staff provided care which was flexible and responsive. Care plans included people’s views and goals with information to guide staff about their likes and preferences. For example, the types of activities they enjoyed. Staff cooked meals for one person which were specifically tailored to their needs and wishes. Staff we spoke with understood specific details about people’s preferences and needs, however some of this detail wasn’t always included in their care plans.

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. The service provided flexible support and continuity of staff to people in line with their needs and wishes. Staff liaised with health and social care professionals to support peoples’ needs. The provider advised us how they were advocating for one person in relation to a person’s choices and wishes for their ongoing care needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were provided with a service user guide which gave information for example about how to raise a complaint. People also had a copy of their care plans in their homes. The provider had a policy on providing accessible information and communication. Each care plan contained information about people’s communication needs.

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. The provider had a complaints policy in place and information was made available to people in their homes in relation to raising any concerns or complaints. The provider kept records, and we saw there had been no recent complaints. People felt able to raise any concerns should they need to, comments included, “I see the manager once per month, if I had any complaints he would come out.” Feedback indicated the provider responded where a person had previously raised some issues. The provider asked people to complete questionnaires to provide feedback about the service on an annual basis, to help consider any challenges or reflections for improvement.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff told us how they supported people to access health care appointments in the community or facilitated visits for people at home. Care plans took account of people’s oral health needs, including being supported to ensure they had regular access to a dentist.

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. Staff undertook training in equality, diversity and human rights. We saw for example care plans took account of people’s cultural needs.

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. We saw from people’s care plans they were given the opportunity to consider and discuss their wishes for end-of-life care. Staff undertook training to support end-of-life care.