Trembaths

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 the last inspection we rated this key question as good. At this inspection this key question 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.

Care plans were personalised and captured most people’s needs, and preferences. These were reviewed regularly. The registered manager told us there was ongoing work to further develop these.

People felt their needs were met in a way they liked. A person said, “They are good, they are so helpful.” Relatives told us they were happy with the care provided. A relative said, “As my [person] has Dementia, what they like to do with their time is music therapy, and have music on in their room, we have CDs in their room that they like. Their care is personalised and if there is any change I am informed straight away.”

We spoke with staff, and they were knowledgeable about the people they were supporting and the support they required. A staff member said, “I would recommend the service if it continues to provide safe, compassionate and person-centred care to people and offers staff the training, support and guidance they need to carry out their roles effectively. I believe that good teamwork, open communication and mutual respect are important in creating a positive environment for both people receiving care and staff.”

The team had developed a key system that included information about people to help staff get to know them better and promote engaging conversations. We also found that a person was supported to have their pet come and stay regularly and the team supported them to enable this to happen.

The registered manager and deputy manager spent lots of time on the units to provide supervision of staff to help ensure they worked in a person-centred way.

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 with varying care needs were living at the service. Staff worked with visiting health and social care professionals to ensure the support met their needs.

There was access to health and social care professionals appropriately. We saw the hairdresser attending on the day of our visit.

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

People told us they had access to information as they needed it. Most relatives were positive about communication from the home. A relative said, “If there is any change they phone and I am kept up-do-date.” However, 1 relative felt this had only recently improved.

Information was readily available and provided through meetings and handovers. Information could also be provided in different formats where needed.

There were resident and relative meetings. Relatives were also in regular contact with staff as part of people’s care plan development and reviews but also events and activities at the home.

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 told us they felt they could speak up or make a complaint if they needed to. Relatives told us they were involved and listened to. A relative said, “If I have any problems, I will raise them with the staff and the manager.”

Complaints raised were investigated and had an outcome recorded. The complaints policy was displayed in the home.

Staff told us people were able to speak up and had opportunities to share their views.

There was a record of resident and relatives’ meetings. These covered subjects including staffing, updates in the home and meals. A recent addition had been a toastie maker after this had been requested by people in the home. This was in use on the day of our visit.

The home had information on how to share reviews on a care home review website. These reviews included mainly very positive feedback from relatives of people living at the home.

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

People and relatives told us they received the care and medical support when needed.

The management team had systems in place in the home which helped ensure they had an overview of care and support people received. This gave them assurances everyone had the support needed and opportunities, for example access to health and support services, care and social engagement and activities, were available to everyone.

There were systems in place to ensure people had access to external health and social care professionals, including out of hours or in an emergency.

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.

People with a varying needs, backgrounds and cultures were supported by the home. They told us they felt supported. Staff told us they were confident people were treated equally and as individuals. The provider had policies in place to ensure people were treated equally. There were opportunities for people to give feedback about their care and support.

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.

People were involved in decisions and planning in relation to moving into the home to help ensure their plans met their wishes. Reviews were completed to help ensure information was still accurate.

Care plans included end of life care plans in most of those we reviewed. There was a record of any Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) and other needed information.

Staff had received training in relation to end of life care, so they knew how to help ensure people were supported well if and when this time arose.