Trafalgar Community Care Limited

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

This service scored 70 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Feedback from people and their relatives was consistently positive about the caring approach of staff, who were described as “lovely”, “kind” and “like family”.

People told us visits were often the “happiest time of the day”, reflecting the strong emotional impact of staff interactions.

There was evidence staff went beyond basic care tasks by providing reassurance and supporting both people and their families at times of need. Compliments and thank you letters highlighted that staff were patient, compassionate and caring.

The provider treated people as individuals and aimed to ensure care, support and treatment reflected people’s needs and preferences. They considered people’s strengths, abilities, aspirations, culture, backgrounds and protected characteristics. However, some records needed clearer detail to show how care was personalised.

Care plans included detailed “about me” information and described people’s routines, interests and what mattered to them. They reflected preferences around food, social interaction and emotional needs, and promoted people’s independence and wellbeing. Staff understood people as individuals, and care was generally tailored to their lifestyles and circumstances. However, some records used generic wording or did not give enough practical detail about how staff should meet people’s needs, which could affect consistency in delivering personalised care.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing, however some recording around the mental capacity act required improving.

Care plans and feedback showed a strong focus on supporting people to remain independent and to live in their own homes. People were involved in decisions about their care and were supported to express their preferences, including how care was delivered and daily routines. Staff respected people’s choices and involved them in discussions about their support. Records showed people were generally able to make their own decisions, and consent to care, particularly around medication, was usually documented.

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.

People and relatives described staff as responsive and proactive, with examples of early identification of changes in health, such as recognising swelling or foot conditions and escalating concerns appropriately. Staff monitored people’s health needs and worked with external professionals, including GPs and community teams, to ensure timely care. Systems such as an electronic care app supported communication and continuity.

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 well supported by the management team and described them as approachable, responsive and willing to act on concerns. Staff reported they had received the training they needed and felt confident in their roles. There was evidence of a positive culture where staff felt listened to and supported to raise concerns, including safeguarding issues. Rotas were described as manageable, allowing staff to deliver care without feeling rushed. This supportive environment helped staff to build positive relationships with people and deliver consistent care.