Trafalgar Community Care Limited

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 our last inspection this key question was rated good. At this inspection this has remained the same. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always ensure people were fully involved in decisions about their care and treatment, or consistently work with them to respond to changes in their needs.

Care plans reflected people’s preferences, routines and what mattered to them. They included sections with information about people’s lifestyles, communication needs and desired outcomes, including maintaining independence and emotional wellbeing.

However, some records used generic wording or did not provide enough practical guidance for staff about how to meet people’s needs. For example, some plans listed aims and outcomes but did not clearly explain how staff should support people. Despite this, people and relatives told us care was tailored to their individual needs.

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.

There was generally good continuity of care, with monitoring data showing most people received support from a consistent team of staff. This helped build relationships and supported person-centred care.

Some people experienced variability in continuity, such as 1 person reporting too many different carers, which made it harder to build relationships. However, they told us they liked the staff.

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

The service used an electronic system to record care delivery, which supported communication between staff and oversight from the office.

People and families were generally kept informed and felt able to contact the office if needed.

There were some minor gaps in communication. For example, 1 person reported not receiving a rota and needing to contact the office to find out who was attending. Another said they could not access the care app.

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 confident concerns would be taken seriously and acted on. Positive feedback highlighted that staff involved people in decisions and respected their wishes.

Compliments and feedback showed strong satisfaction, with families reporting that care helped people remain at home and feel reassured.

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

The service responded to referrals promptly, including arranging support following hospital discharge, and worked flexibly to meet people’s needs.

Care was planned to enable people to remain at home, including during periods of increased need, which people and families valued.

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.

Feedback from people and relatives was overwhelmingly positive. Many described care as safe, caring and responsive, with visits improving wellbeing and providing valued social interaction.

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.

The service worked with health professionals to respond to changes in people’s needs, including early identification of health concerns and escalation for appropriate support.

Feedback showed the service could respond quickly to changing circumstances, such as arranging care following hospital discharge.