Passion Home Care Ltd

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 79 (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.

People’s care records were detailed and contained a range of personalised information such as life history, likes and dislikes, and what was important to the person. This helped staff understand people better. Individual care plans clearly explained what support people needed and how they wanted this to be provided.

People and relatives told us care was person-centred and they felt involved. One person stated, “I am involved in my care plan, and it is reviewed regularly in person. If there are any changes, they make these and we discuss it over the phone.” A relative said, “I am fully involved in [relatives] care plan. I can speak openly and discuss any changes and am confident I will be listened to”.

Staff had a good understanding of what person-centred care meant. One staff member told us, “It means putting the individual at the centre of everything I do, respecting their wishes, preferences and values and supporting them as a unique person.”

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.

People, relatives and professionals involved with the service spoke positively about the service and the provision of care. A relative told us, “The staff are very caring, know exactly what they are doing, they do not miss anything. They will leave messages if we run out of anything or they feel they need to inform us of something; I also have access to the daily updates on the App.”

The continuity of care provided by regular care staff allowed them to recognise changes promptly and share relevant information with health and social care professionals, including GPs, occupational therapists, district nurses, and family members. Similarly, close working relationships with professionals meant care was joined up. A professional told us, “I am confident that updates and advice I provide about patients are passed on to the wider staff team. This is reflected in the continuity of care people receive.”

The provider were exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider was proactive in providing information in ways people could understand, and also in ensuring people had effective ways of communicating their own needs, to ensure care was provided timely and as wanted. Key policies and procedures had been created in an easy read format, this included the service user guide, complaints and safeguarding policies.

Communication cards had been created to help people with impaired speech, to communicate their wishes. Other aids were also employed, including a ‘letter board’ which was similar to a keyboard so people could spell out words or short phrases. The board also contained key phrases, so people could quickly make or confirm requests. Picture cards were also used, which people could point to or hold up.

To support people with limited verbal communication to express whether they were in pain, a system was used involving a body map and different coloured cards, which people could place on the relevant body part to indicate where any pain was situated and how severe it was. For example, they could place a red card on the forehead to indicate a very painful headache.

Care records contained a detailed communication document, which provided guidance for staff on how to effectively communicate with the person, their capabilities, and described any aids or adaptations in use. Guidance was in the person’s own words.

Staff were knowledgeable about the importance of effective communication and ensuring people’s voice was heard. One staff member told us, “Some people may have hearing difficulties, speech difficulties, dementia, or may not speak English as a first language. I always make sure I use a calm, clear, and simple way of speaking, and I give people enough time to respond without rushing them. I support a person who has hearing difficulties. When speaking with them, I make sure I face them so they can see my facial expressions and lip movements, speak clearly, and reduce background noise where possible. This helps them understand me better and feel included in the conversation.”

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.

People and relatives told us they felt involved in their care, listened to and comfortable to raise issues or concerns. Comments included, “I can voice my opinion and would do so if I was unhappy with anything”, “I know how to complain I have all the contact details, and I am not afraid of speaking up” and “Passion Homecare have been very flexible, after we asked, they changed the call timings which is proving to be very successful. If the carers are unsure of anything they will contact me, I find this reassuring”.

The provider used a spreadsheet to capture feedback received from people and relatives, this included an ‘actions taken’ column, for when any issues had been reported. Annual surveys had been circulated by the provider. The 2026 survey had been completed by 37 people, with 35 of these people rating the service as good or outstanding. People stated they felt protected from harm, were achieving good outcomes from their care which was tailored to their needs, staff were caring and respectful and management open and supportive. Some people had included comments on the surveys, these included the following, "Every girl who comes to me are like angels. They are always smiling… I cannot believe that a company has such smashing girls" and “The staff and carers have been excellent and co-operate regularly with the family.”

Where any issues or negative feedback had been received, goals had been created and actioned and changes made to practice to try and prevent a recurrence.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People received care and support at the times of their choosing. We reviewed call monitoring data over a 4 week period and found overall visits had been completed in line with the agreed times, as stated in people’s care agreements.

The provider used an electronic care planning system. People and relatives could access their care plan remotely via a computer or mobile device. Where people did not have access to electronic devices, they were provided with a paper copy of their care plan and any other associated records. People and relatives also had use of a messaging application, which they could use to communicate with the service, for example to change or cancel visits or notify of upcoming appointments. This provided an alternative to ringing the office, especially for people who may have verbal communication difficulties.

The provider operated an out of hours and on call facility, to ensure management support was available throughout the week. The provider’s out of hours policy and emergency contact numbers had been included in people’s home folder, which they were given upon commencement of their care package.

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 received training in equality, diversity and human rights to help promote inclusivity. Spot checks ensured staff understood their responsibilities to always ensure people were treated fairly and equally.

Staff understood people’s right to receive care and support that met their individual needs and preferences. One staff member told us, “Care is delivered in a way that needs individual needs with any necessary aids or adaptations in place to support independence and safety. I always follow care plan and risk assessments when using any equipment.I am trained to use equipment safely and I only use aids I am competent and authorised to use.”

Evidence was provided which showed people’s voices were sought and heard. Surveys were accessible, with visual symbols used to help people provide accurate ratings for each question, for example a green smiling face for good, and a red sad face for poor.

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.

At the time of the assessment, the provider was not supporting anybody at this stage of their life. However, staff had received training in palliative / end of life care, and the service had an end of life champion.

Documentation was in place, in preparation for when the service did support someone approaching the end of their life. This included a detailed palliative care plan template, which contained prompts for the person competing it to ensure all necessary information was recorded. The care plan included monitoring chart sections, for logging pain, nausea, nutrition and hydration.