Trepassey Residential Home

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 79 (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.

People received care and support that was tailored to their individual needs, preferences and wishes. Staff knew people well and had developed positive, caring relationships with them, which helped ensure support was delivered in the way people preferred.

People and their family members told us they were involved in decisions about care and support and felt their views were listened to and respected. Care plans were person-centred and contained detailed information about people's life histories, routines, preferences and what was important to them. These were regularly reviewed to ensure they reflected people's current needs and wishes.

People were supported to participate in meaningful activities that reflected their individual interests, abilities and preferences. The activity programme offered a range of opportunities for social engagement, physical activity and enjoyment, helping people to maintain independence and make choices about how they spent their time.

People and their relatives spoke positively about the activities available and the enthusiasm of staff in encouraging participation. Regular activities included a scrabble club, tai chi sessions, weekly fitness classes, visits from PAT dogs and entertainment provided by visiting singers. Staff supported people to engage in activities in ways that met their individual needs and preferences.

The service also promoted community involvement and social inclusion. A dedicated minibus enabled people to take part in regular outings and maintain links with their local community. Recent trips included a picnic lunch in West Kirby overlooking the Marine Lake and a visit to a local garden centre.

These opportunities supported people's wellbeing and helped them to remain active, socially connected and engaged in activities they enjoyed. Feedback from people and their relatives demonstrated they valued the range of activities provided and the support they received to take part.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People benefited from exceptionally well-coordinated care delivered through strong partnerships with family members, healthcare professionals and community organisations. Staff worked proactively with external agencies, sharing information promptly and seeking specialist advice when required. This helped to ensure people received seamless, responsive support and experienced positive outcomes when their needs changed.

Professionals spoke highly of the service's communication and collaborative approach. Staff were recognised for identifying concerns early, responding promptly and working alongside other services to ensure people received the right support at the right time. A healthcare professional said, “There are no problems with Trepassey, staff are very good at highlighting any concerns, they are proactive and staff know people very well”. Family members also described staff as proactive and responsive in meeting people's healthcare needs.

The provider had developed an exceptionally positive relationship with a local primary school, enabling regular intergenerational visits that enriched the lives of people using the service and the children involved. Throughout the year, residents and pupils participated in a range of shared initiatives, including the Positive Painting Project, Positive Planting Project and Positive Performance Project.

Feedback from the school evidenced the significant impact of these activities. Teachers reported that pupils had developed greater confidence, empathy, communication skills and a genuine understanding of different generations through their interactions with residents. The school described the partnership as highly valued, stating, “The memories created, and the laughter shared are wonderful and very much valued by all.”

The provider actively promoted family involvement and recognised the importance of maintaining relationships that mattered to people. Throughout the year, family members were regularly invited to attend themed dining events alongside their relatives, creating opportunities to spend meaningful time together and maintain family connections.

Events included a Valentine's meal, Mother's Day meal, a Taste of Greece evening, a Spanish restaurant evening and a French night. These occasions provided people with enjoyable experiences and enabled them to share meals with those important to them in a welcoming and inclusive environment.

Relatives told us they valued these opportunities to spend quality time with their family members and felt welcomed by the service. These events helped to promote people's wellbeing, reduce social isolation and maintain important relationships while living at the home.

The provider demonstrated a strong commitment to community inclusion and reducing social isolation. Its weekly 'Don't Dine Alone' initiative welcomed local people into the home for lunch, with transport provided to enable participation throughout the year. The initiative had developed meaningful community connections and positive relationships, with some attendees subsequently choosing to access respite care at the home after gaining confidence in the service and the quality of support provided.

The service had developed positive and mutually respectful relationships with visiting healthcare professionals and emergency services. Practical initiatives, such as providing packed lunches for visiting professionals, helped strengthen partnership working and reflected a culture that valued collaboration. These approaches supported continuity of care, enhanced integrated working and contributed to positive experiences for people, professionals and the wider community.

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

The service met the requirements of the Accessible Information Standard. People's communication needs were assessed, recorded and reviewed to ensure they could access information in a way that met their individual needs. Information was available in a range of accessible formats, including large print and easy-read documents.

Staff understood the importance of sharing information in a way people could understand, enabling them to be involved in decisions about their care and support. Staff also demonstrated an understanding of confidentiality and information governance requirements, ensuring information was stored securely and shared appropriately. This helped support people's rights, promote effective communication and maintain confidentiality.

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 and their family members were encouraged to share their views about the service and told us they felt listened to. Feedback from reviews, meetings and day-to-day conversations was used to inform activities, routines and service improvements.

The service had a clear complaints process, and family members knew how to raise concerns if needed. They told us management and staff were approachable and responsive. One relative said, "I haven’t had to raise any concerns but wouldn’t hesitate if I needed to." Another told us, "The management team are very approachable, and they are mostly available if I need to speak to them."

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

People had equitable access to care and support. Care plans identified any equipment, aids or adaptations people required, and staff ensured these were available to help reduce barriers and promote independence.

People had access to specialist equipment, including hoists, adapted seating and bathing equipment, to support their individual needs. Staff also supported people to access healthcare services, appointments and community opportunities when required, helping to ensure they received the support they needed.

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.

The provider recognised and responded to people's individual needs, preferences and protected characteristics to help ensure equitable experiences and outcomes. Care records contained information about people's cultural, religious and diversity needs, which informed how care and support were delivered.

Staff demonstrated an understanding of people's equality, diversity and cultural needs and described how support would be tailored to meet these. This included supporting people to practice their chosen faith and access culturally appropriate meals. This helped ensure care was delivered in a way that respected people's backgrounds, beliefs and values and reduced barriers to receiving person-centred support.

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 were supported to discuss and plan for their future care. Staff took time to understand people's wishes, values and preferences and ensured these were recorded in care plans and reviewed regularly.

People, and where appropriate those important to them, were involved in decisions about future care and support. Staff worked proactively with family members and healthcare professionals to ensure people's wishes and preferences were understood and respected as their needs changed.

Care records contained information about people's future care preferences, including end-of-life wishes where these had been discussed. Family members told us they were kept informed and involved in planning and decision-making. This helped to ensure people remained central to decisions about their care and that support reflected what mattered most to them.