Pivotal Home Care

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 staff treated people with dignity and respect; and involved people as partners in their care.

This service scored 65 (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 not consistent, and we could not be assured people were always treated with dignity and respect. Staff did treat people with kindness, empathy and compassion.

People did not always live in a dignified environment. No records were provided to demonstrate how frequently this had been escalated to ensure any necessary changes were implemented.

However, we did receive some very positive feedback from health and social care professionals. They told us, “This [person] has been extremely well looked after by the carers from Pivotal Home Care and they are visibly fond of him, and he of them…The carers I have met and observed have clear high standards in the support and care they provide; they have been seen to go above and behind to ensure care needs are adequately met. They are empathetic, caring and very sensitive to the needs of their clients. I have seen them treat a client as if he were their own family” and “The carers went above and beyond (and appear to do so on a regular basis) with the [person], staying after hours and visiting to make sure he is ok when they aren't scheduled to. They seem to be a very caring organisation.”

The registered manager also went the extra mile by visiting people during a recent hospital admission. This provided the person with someone familiar and helped them to communicate their needs.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

There was a consistent staff team visiting people. People had communication care plans and staff understood them. Staff recognised the different ways people communicated including both verbal and non-verbal cues.

All 4 staff we spoke with gave examples which demonstrated they knew people well. Staff told us, “Yes, [person] would tell you if they were in pain. You have to come down to [person’s] level to speak to [person]. If you ask [person] a question they will speak to you. [Person] will speak about football for example.”

A healthcare professional told us, “Yes, my understanding is that referrals have been promptly made to the client’s GP reporting health concerns, i.e. when the client had diarrhoea.”

The provider told us they promoted the wellbeing of their staff and supported them to deliver person-centred care.

The current staff reported a high level of job satisfaction and told us they were happy with the support they received. They told us, “Yes, I feel valued by the service” and “Yes, I would say so. Yes, I am treated fairly.”

Concerns had been raised prior to the assessment by staff who had worked on sponsorship visas. They had complained about unfair treatment.