Passion Home Care Ltd

“People received safe care from staff who had received training in safeguarding and knew how to identify and report concerns. Staff had been recruited safely and received a detailed induction prior to commencing care. Staff also received enough training and supervision to carry out their roles safely and effectively. The majority of care visits had been completed on time, with staff staying for the planned length of time. Medicines had been managed safely, with record keeping accurate and up to date. Risk assessments of the environment and people’s specific needs had been completed, with people involved in this process as much as possible.”

“Detailed assessments had been completed to ensure the service could meet people’s needs. Care was based on latest evidence and good practice. Staff worked effectively with other agencies and professionals to ensure positive outcomes for people and a smooth transition when they moved between services. Staff monitored people’s health and worked with medical professionals and therapists to support people to stay well. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff made decisions in people’s best interests where they did not have mental capacity, ensuring others involved in people’s care were included in this decision making.”

“People were treated with kindness and compassion. Staff protected their privacy and dignity and ensured people were central to their own care and treatment. People were offered choice and encouraged to maintain their independence.”

“People and their relatives were involved in decisions about the care. Care plans were detailed and provided clear guidance for staff to follow, to ensure care was provided how people wanted it. Staff provided information to people in ways they could understand, with key policies and procedures available in an easy read format. People knew how to give feedback or raise concerns and were confident the provider would listen and act on what had been reported.”

“People, relatives and staff told us the service was well-led, with leaders being visible, knowledgeable and supportive. Systems to assess the quality, safety and consistency of the service were in place and completed consistently. Action plans had been completed to address any shortfalls identified. Learning from accidents, incidents or the auditing process, had been considered and shared with staff via various means including newsletters and learning reports. This helped drive improvements. The provider worked closely with a range of professionals, to ensure people’s wider social needs had been met.”