Trepassey Residential Home

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 80 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff consistently treated people with exceptional kindness, compassion and respect and had developed warm, trusting relationships with them and those important to them. Feedback from relatives was overwhelmingly positive and demonstrated the high regard in which staff were held. Comments included, "Staff are exceptionally kind, caring and very thoughtful" and "Every single member of staff is so caring. Everybody is so cheerful."

Relatives described staff as knowing people extremely well and taking time to understand their individual preferences, life histories and what was important to them. This enabled staff to provide highly personalised support that promoted people's emotional wellbeing, confidence and happiness, as well as meeting their care needs. One family member told us they were able to take an extended holiday without any concerns because they had complete confidence that their relative would receive excellent care and support in their absence.

Our observations reflected the consistently positive feedback we received. Staff interactions were warm, patient and genuine. Staff routinely took time to engage people in meaningful conversation, responded promptly to requests for support and offered reassurance in a compassionate and dignified manner. There was a natural rapport between people and staff, with laughter, affection and positive interactions observed throughout the day. People appeared relaxed, comfortable and confident in staff's presence.

A strong culture of kindness and compassion was embedded across the service. Staff demonstrated a genuine commitment to ensuring people felt valued, respected and cared for as individuals. Relatives consistently told us staff went above and beyond to support people and enhance their quality of life. The caring and person-centred ethos of the service had a significant and positive impact on people's wellbeing, resulting in exceptionally positive experiences and outcomes for those living at the home.

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.

People were treated as individuals, and their care reflected their unique needs, preferences, and life experiences. Care plans contained personalised information about what was important to people, including their personal, cultural, social, and religious needs. Staff knew people well and consistently respected their choices and preferences when providing support.

People's communication needs were clearly identified and recorded. Staff understood the most effective ways to communicate with each person and adapted their approach accordingly. They engaged people in conversations about topics that were meaningful to them, helping to promote involvement, choice, and person-centred care.

We observed staff providing support in a way that reflected people's individual needs and preferences, rather than adopting a one-size-fits-all approach. This helped people to maintain their identity, express their views, and receive care that was tailored to them.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to have choice and control over their care, treatment and wellbeing. Care plans reflected people's preferences and encouraged them to make decisions about their daily lives. People and family members told us staff consistently offered choices and respected their wishes.

The provider sought to create a positive and engaging mealtime experience for people. Dining tables displayed daily ‘What’s Happening Today’ cards, which included a word of the day, information about activities taking place that day and throughout the month, and an interesting "On This Day in History" feature.

People spoke very positively about these cards and told us they looked forward to reading them each day. They described them as excellent conversation starters which encouraged social interaction and discussion during mealtimes. Staff told us the cards were often used to stimulate reminiscence and conversation, helping people to engage with one another and remain connected to events and shared interests.

We observed staff promoting people's independence and supporting them to do as much as possible for themselves. For example, staff encouraged people to maintain their mobility and provided support in a way that enabled them to move safely and at their own pace.

Staff knew people well and were able to describe their individual preferences, likes and dislikes. People were supported to take part in activities that reflected their interests and choices.

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 were consistently available throughout the home and responded promptly when people required support. People and family members told us staff were attentive, approachable and quick to respond to requests for assistance.

We observed staff recognising and responding effectively to changes in people's wellbeing. Staff provided reassurance and support in a calm and caring manner, helping people to feel safe, comfortable and supported.

Staff knew people well and demonstrated a good understanding of their individual needs, preferences and communication styles. Interactions were positive, respectful and person-centred. Staff took time to listen to people, engage in meaningful conversations and provide support at a pace that suited them. This helped people feel valued, respected and involved in their care.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about working at the service and told us they felt supported, valued and respected. One staff member described the team as “like a family to me.” Staff said they received appropriate personal and professional support to carry out their roles effectively.

The provider promoted an inclusive culture through non-discriminatory recruitment practices and made reasonable adjustments to support staff needs. Staff told us they worked well together and felt respected by colleagues and leaders. One staff member said, “We get treated with respect and are a good team.” This helped promote staff wellbeing and supported the delivery of safe, person-centred care.