Trewan House Care Home

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 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and their relatives were overwhelmingly positive about the kind and caring nature of staff. A person told us, “I love it here, all the staff are lovely, I couldn’t be happier.” A relative told us, “I cannot fault it, it’s such a lovely place, it’s not like a care home, it feels really friendly and homely. [Person] is very happy here.” Staff spoke with kindness and compassion for the people they cared for. We observed several kind interactions, which showed staff had formed close bonds with people.

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. People’s preferences were respected and they were supported to make decisions regarding their day-to-day care such as deciding what time they wanted to get up and what activities they wished to take part in. We saw people were encouraged to express their individuality and personalise their bedrooms with things important to them. People were supported to maintain their personal appearance in a way which promoted their individuality.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People could engage in activities that mattered to them. A wide range of activities were on offer to meet peoples social, cultural and religious needs. The activities coordinator was enthusiastic, showed a clear commitment to their role and could clearly demonstrate how she worked towards community inclusion. We saw evidence of a person-centred approach to activity planning, where staff had supported people to fulfil their wishes. For example, we saw how a person was supported to fulfil a lifelong wish of boarding an aircraft for the first time at the airport. People and their relatives provided positive feedback regarding the activities provision in the home. A person told us, “There is lots to do, bingo, dominoes and we have country and western nights.” Another person told us how they enjoyed the “Children’s choir, library and shopping trips.” We saw people leaving the home to visit a nearby school to watch the nativity play. When they returned, they appeared happy and a person told us, “How wonderful” it was.

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.Staff understood people’s needs and how to meet them. Staff were responsive to people’s requests for help, and we saw call bells being responded to in a timely manner. A person told us, “They are very good, I don’t wait too long.” After breakfast we saw a person request to move from the breakfast table to sit in a comfortable chair, staff promptly supported this person into the lounge in line with their wishes.

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 valued and supported in their roles. Staff described how support had improved under the new home manager. The home manager was open and honest and described how supervisions were not fully up to date. We saw the action they had recently taken to increase the number of staff supervision meetings. When the service received compliments, they were shared with the staff team which helped them feel valued and boosted morale. A staff member told us how there was a focus on their development and they had access to promotion opportunities.