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.

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.
We observed positive and respectful interactions during visits, and people generally described caring and sensitive support. One relative told us, “Staff recognise when [relative] is feeling a bit down.” Another person said their care had, “Not been too bad” recently and that they had good relationships with staff. While some relatives reported mixed experiences depending on individual care staff, the overall evidence showed people were treated considerately and their dignity was maintained.
 

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 clearly recorded people’s preferences, including the use of preferred pronouns, and staff demonstrated knowledge of people’s communication needs. People and relatives gave examples of personalised approaches, such as staff adapting how they interacted when someone was feeling low and using communication grids to support non-verbal people. Although involvement in care planning was not always consistent, staff generally understood what mattered to people and tailored support to reflect their individual needs and circumstances.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People chose how and when they received support, for example deciding whether personal care took place in the morning or later in the day. We observed technology in place to support independence, and relatives described people being supported to access community activities such as swimming, parks and indoor play. Staff understood the importance of encouraging people to do what they could for themselves, supporting autonomy while providing appropriate assistance.
 

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 recognised changes in their physical or emotional health, acting promptly when concerns arose. People and relatives described the service as flexible when needs changed, which helped ensure people received timely and responsive care.
 

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 an approachable management team. Supervisions and appraisals were in place, and staff had access to wellbeing support, including 24-hour BUPA services. We saw recognition of staff achievements through awards and incentives, which contributed to morale and engagement. This supported staff to feel valued and equipped to provide consistent and compassionate care.