Trewan House Care Home

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 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 75 (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 received a responsive and person-centred service. People's preferred routines were well documented to ensure staff had the detail they needed to care for people in the way they wanted. There was information recorded around people’s choices such as what time they liked toget up, what they liked to watch on TV and how they liked to communicate.

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. The provider had worked to establish close connections in the community to ensure people had access to activities available in the local area. They had forged working relationships with local schools, the local church and community centres and we saw people were involved in events and activities. This promoted social inclusion and encouraged people to feel a part of the community.

The provider understood the importance of making information accessible and meaningful. People could access information that was made available in an accessible format tailored to their needs such as large print. There was signage which showed the different colour coded staff uniforms, to help people, relatives and visitors identify the different roles in the home.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Processes were in place to gather feedback from people, relatives and staff and the provider understood the importance of using this feedback to improve the quality and safety of the service. There was an effective complaints management system in place, and people and relatives told us they were confident if they raised a concern, it would be dealt with appropriately.

The provider made sure people could access the care, support and treatment they needed when they needed it. We saw people were referred to external health professionals when needed in relation to their ongoing health needs, in areas such as nutrition and hydration and mobility. We saw people were supported to attend routine health appointments to ensure positive health outcomes and the provider worked well alongside the GP and district nursing team.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider focussed on meeting people’s social needs. They promoted social inclusion and worked hard to ensure all people had equal opportunities to be involved in activities, regardless of their individual circumstances. When people were unable to access the community, the provider ensured they had access to the same opportunities as people who could access the community. For example, we observed people attending a local school nativity play. We saw the provider had arranged for the local school to come into the home the following day to perform the play for the people who could not attend this event at the school.

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. Care plans sensitively detailed people’s end of life wishes. When people had decided not to be resuscitated, we saw this was clearly documented.