HF Trust - Trelowen

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.

We found people’s privacy and dignity was respected. People were able to spend time alone if they wished and staff told us people would often elect to stay in their rooms rather than in a group. One person had recently moved out of the service and there were plans to rearrange the accommodation to give one person more privacy and access to an en-suite bathroom.
 

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 and protected characteristics.

Staff knew people well and were aware of their individual interests and preferences. They spoke to us about people’s strengths, describing one person as ‘like a dolphin when swimming’ and another as ‘always smiling, everyone likes them.’ One member of staff told us, “It’s the nicest place I've worked, we have lots of fun, it’s not like being at work.”
Relatives told us staff knew people well. One commented, “[Name] loves the outdoors, and the photographs staff send always show [pronoun] being out.”

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

There was no evidence of setting goals with people or developing skill sets. The registered manager told us staff did identify things that people might like to try but this was not recorded and there were no plans developed to help ensure people were involved in working towards achieving these aims.
However, people were encouraged to be involved in the running of the home. For example, they were involved in household tasks. This can support people to develop a sense of ownership for their homes. A relative told us, “[Name] likes to be helpful and praised, and the staff engage with them to do things to help; peel the veg, empty the dishwasher, vacuuming. The staff don’t put on [pronoun] but are supportive in keeping [pronoun] engaged.”
 

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 knew people well and were able to recognise when they were distressed and needed reassurance. One relative told us; “Staff know when something is bothering them, if [pronoun] loses anything [pronoun] gets upset. Staff will try hard to find things, they know [pronoun’s] particular funny way.”

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 were well supported by the registered manager and were able to approach them for support at any time if needed. One commented, “We have supervision but can approach [registered manager name] at any time. Another told us they had commitments elsewhere so could only work certain hours but, “[Registered manager name] is a lovely boss and HF Trust are very accommodating.”