- Homecare service
Passion Tree Care Service Ltd
Report from 29 May 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 11 June 2025 to 2 July 2025. Passion Tree Care Services Ltd is a domiciliary care service providing personal care to people who live in their own homes, including older people and younger adults, not everyone who used the service received personal care. CQC only inspects where people receive personal care which is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the assessment, the service provided personal care and support to 439 people. The service also provided reablement. Reablement is a short-term intensive programme of support that helps people regain their independence and confidence after an illness, injury, or disability or hospital stay. We carried out this assessment due to an increase in recent safeguarding concerns.
We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.’
Staff received safeguarding training and knew who to contact to raise any concerns. Processes were in place, however the provider acknowledged some additional work was required to strengthen their safeguarding oversight and had resourced an external auditor to support with this work. The provider was also looking at a new online system to ensure they were able to track all actions.
Risks were assessed to guide staff and keep people safe. Whilst we did identify some updates were required the provider took immediate action to update the information we reviewed.
The provider had a culture of learning in place and staff confirmed incidents were shared with them. People and staff were encouraged to raise concerns. There were enough suitably qualified staff to support people. Medicines processes were safe. Staff were provided with and used personal protective equipment (PPE).
Staff told us they were happy with the training provided and they felt supported by the leadership team. Supervision was carried out; however, this was not aligned with the providers own policy. People’s needs were assessed and included consideration of their physical, mental health, sensory, social and communication needs. The service worked with other professionals and agencies involved in people’s care to ensure the best outcomes for people.
Staff knew people well and understood how to treat people respectfully. Processes were in place to ensure people were supported to raise concerns about their care and support.
The provider took action to review their electronic call monitoring system due to issues with the validity of some of the information. However, additional measures were in place to mitigate risks.
Processes were in place to effectively monitor the quality of care people received.
People's experience of this service
People and relatives told us they were happy with the service they received. They told us overall they were happy with the punctuality of staff and the timings of their visits. A person told us, “I think the continuity is very acceptable in my mind. They are pretty good with punctuality; we’ve never had missed calls.” A relative told us, “The reliability and punctuality are fine, we did have late arrivals in the first two weeks, but that has been rectified.”
Overall people and relatives were positive about the support they received from staff. A person told us, “They have got to know me, and we have a laugh and joke together.” A relative said, “The carers are very friendly with caring personalities, and very focused on my relatives care and don’t seem rushed.”
People and relatives told us they were involved in their or their family members care and support. A person told us, “We did a care plan when I first started, and it has been reviewed a couple of times and I’m happy with the service.”
People and relatives felt confident to raise any queries or concerns with the management team and that they would be resolved.