Passion Home Care Ltd

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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People told us they were treated with dignity and respect by kind and considerate staff, with whom they had formed positive relationships. Relatives also spoke extremely positively of the care provided. Comments included, “I would describe the staff as lovely human beings that care and look after me exceptionally well. I don’t think I could find a better company who are as flexible and supportive” and “The manager and staff at Passion Home Care are very good and so supportive with my loved one and myself. I have been blown away with the support and level of care received from them”.

The service ensured people received support from staff they felt comfortable with. During the assessment process, people were asked about carer preferences. One person confirmed this, telling us, “I was asked initially for my preference of male or female staff of which I am not bothered. The staff and I know each other very well and I am very happy with the care and find the staff supportive and helpful.”

Professionals involved with the service also commented on the caring nature of staff members. One stated, “I have worked with Passion Home Care (PHC) since 2018 and have consistently found them to provide an excellent standard of care. Feedback I’ve received from service users and other professionals is overwhelmingly positive, often reflecting that staff are exceptionally kind and compassionate.”

The provider and its staff often went the extra mile to support people and ensure their experiences were positive. For example, a person had recently celebrated a landmark birthday. This person had no close family or relatives to mark the occasion, so their care team had organised a small celebration, complete with cards, gifts, balloons, and a cake, which had brought this person immense joy.

We asked staff how they ensured people were treated with kindness, dignity and respect. One staff member told us, “I treat people the way I would want my own family to be treated. I always speak politely, listen to what they have to say, and give them enough time to express themselves without rushing them. Before I provide any care, I explain what I am going to do and ask for their consent. During personal care, I make sure the door, and curtains are closed and keep the person covered as much as possible to protect their 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.

People were happy with their care and how staff treated them. People had developed positive working relationships with their care staff, who knew people well. One person told us, “I really look forward to the carer coming, it breaks up the day, I can talk to them easily and they understand me.” Another person stated, “I am very happy with the support I receive and grateful that I have such good carers who look out for me, who I can confide in and trust they will look after me and know what they are doing.”

Care staff told us about the ways in which they ensured people’s care and support met their needs and preferences. One staff member stated, “I ensure I follow their person centred care plans, as well as get to know them as individuals. I listen to their wishes, respect their choices and support their cultural, religious, and dietary preferences. I involve them in decisions about their care.”

The staff member went on to say, “I support a person who likes to pray at certain times of the day. I make sure I do not interrupt them during prayer and, if they need support before or afterwards, I work around their routine. I believe respecting their faith is an important part of providing person-centred care.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us their independence was promoted and respected. Comments included, “I endeavour to do as much as I can for myself, I prefer to do what I am capable of doing and the carers understand that” and “The staff are well trained, they know my routine and what I prefer. They allow me to be as independent as I can.”

The provider shared examples of how they ensured people retained choice and control over their lives and care, as well as maintaining as much independence as they could. One person liked to remain in touch with friends and family, so their care plan contained explicit guidance for staff on ensuring the person’s phone remained charged and in reach at all times. Another person had an ongoing goal around ensuring social connections were maintained and was supported to achieve this. A third person was supported to maintain regular attendance at a day centre, as well as attend social outings.

Staff explained how they promoted independence with the people they supported. One stated, “I support a person with limited mobility. Rather than preparing everything for them, I encourage them to help make their own breakfast and complete the parts of the task they are able to do safely. I only step in when they need assistance.” Another said, “During personal care, I encourage people to wash the parts of their body they can reach, brush their own teeth, or choose their own clothes. I also encourage gentle walking or movement if it is safe and included in their care plan, as this helps maintain their mobility and confidence.”

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.

One person told us, “They [care staff] are very attentive and ask if I am happy and do I want anything doing before they leave.”

The provider shared examples of how the service was flexible and responded to people’s changing needs. This included adjusting visit times and staffing levels before a formal request to the local authority had been made, to keep a person safe when their mobility deteriorated, and, escalating concerns to medical professionals when a person was experiencing a mental health crisis.

During reviews of care plans, we noted a safety and risk management plan had been implemented timely to support a person with alcohol dependency issues. For a person with dementia, a detailed care plan had been created, which explained their presentation, how this may manifest at any given time, issues they may experience and how staff should meet these. This ensured staff could meet this person’s immediate needs in the way they wanted and reduce any distressed behaviours.

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 listened to by management and the provider. One stated, “I feel supported and valued. My manager and senior staff are approachable and supportive.If I’m struggling, I speak to my manager.”

We noted examples of management adjusting people’s duties when recovering from medical procedures, to ensure they could still work but were completing tasks they could safely manage. This included ensuring days off were arranged around any medical appointments.

A number of care plans, such as those which covered dementia or mental health included a section titled ‘carer wellbeing’ which acknowledged how emotionally challenging supporting people with these diagnoses could be and how to manage this.

Risk assessments had been completed around lone working and for new and expectant mothers, to ensure processes were in place to keep staff safe.

The weekly staff newsletter included a ‘you said… we did…’ section, which listed suggestions or requests made by staff and what management had done to address these. Staff wellbeing was an ongoing agenda item during staff supervision.