Peartreelifecare 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.

This is the first assessment for this supported living service. 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.
During our visits, we observed positive and respectful interactions between staff and people, with staff speaking in a warm and reassuring manner. People and relatives described generally good relationships with care staff. One relative told us care staff, “Check with them if [their relative] is feeling a bit down,” and another said personal care was provided, “Very well and with sensitivity.” People were supported to access community activities and felt comfortable receiving care. Although some relatives described variability between individual staff members, the overall experience of care was kind and respectful.

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.
Care plans included information about people’s likes, dislikes and personal backgrounds, and inspectors observed staff using people’s preferred pronouns. People were supported to maintain their cultural and religious practices, such as attending church, and to take part in activities that mattered to them, including shopping, cinema trips and discos. Families described staff knowing people well and understanding what was important to them. Some care plans required further accuracy and personalisation, but people’s individuality was generally recognised and respected in day-to-day practice.
 

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 free to decide how they spent their time, who they saw, and what activities they took part in. We observed assistive technology in use to promote independence, and relatives told us people were encouraged to maintain family relationships and spend time with family when they wished. Staff promoted independence, although one relative told us, “Some carers do not understand that they need to try to do things for themselves.” This showed practice was not always consistent, but overall, we found people were supported to make choices and retain control.
 

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.
Staff knew people well and understood their individual health and support needs. Relatives told us staff recognised changes in people’s physical or mental health and acted quickly, including seeking advice from healthcare professionals when needed. We observed people being responded to promptly and appropriately. While feedback from some families raised concerns about communication at times, the overall evidence showed staff were able to identify concerns and respond to people’s needs to keep them safe and supported.
 

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about working for the service and said they felt supported by the management team, who they described as approachable. Records showed staff received regular supervision and appraisals, and had access to additional wellbeing support, including a 24-hour BUPA service. The provider recognised staff achievements through awards and incentives, which helped to promote morale.