HF Trust - Trelowen

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 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.

Care plans contained positive information about people and their needs and preferences. It was clear in our discussions with the registered manager and staff that people were treated as individuals and their unique needs were considered when planning care. One person told us; “It’s all good!”
 

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.

Training to support staff understanding of people’s diverse needs was provided. Staff had completed training in supporting people with a learning disability and autistic people. They also received training in Person Centred Active Support (PCAS).

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

Easy read information was available for a range of topics, including how to make a complaint, rotas and menus. Care records included communication profiles which contained detailed information about people’s communication preferences.

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.

House meetings were arranged which gave people an opportunity to voice any concerns or make suggestions. The meeting minutes were written up using pictures and simple text. These were shared with people. Meeting notes showed people’s ideas and suggestions were listened to and acted on.

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

Records showed people had been supported to access other agencies when needed. Any health concerns had been escalated appropriately and people were supported to attend appointments.

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.

A new kitchen had been installed to enable people who used wheelchairs to have equity of access and allow them to take part in cooking activities if they wished. A member of staff commented, “The kitchen’s made a massive difference, we’ve got the lowered bit for [Name] which gives them more independence.” The new design had given people more room to move between the lounge and a second shared room. This was being used more frequently than at our previous inspection; a dining table had been put in place and we saw people use it for meals and to take part in activities. The new layout meant people had greater choice about where they spent their time.
A new bathroom had also been fitted. People had found the new shower unit difficult to use and a simpler tap was being fitted which would enable people to use it independently.

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 and their families had been asked about their end of life choices. When feedback had been given people’s wishes were recorded.