Trinity Homecare

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.

This is the first assessment for this newly registered service. This key question has been rated Outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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. People gave excellent feedback about their care workers. Their comments included, “I couldn’t live without [my care worker]. I love her” and “My care worker is truly excellent. I’m very, very happy”.

Staff always treated colleagues from other organisations with kindness and respect. One professional fed back about their experience of working with care workers and told us, “I find the live in care worker extremely helpful… and have a good working relationship with her.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities and aspirations in supporting them to fulfil their life ambitions. There were examples of the provider not only supporting people to maintain their lives, but also to thrive and achieve life goals they had not been able to achieve on their own. They took account of people’s ambitions in their lives and worked with them to provide a package of support that would enable them to either reach new goals or continue doing the things that were important to them. For example, one person using the service held a significant position of responsibility, but as a result of their health concerns, they were unable to meet their obligations. They therefore worked with the provider who learned about the person’s responsibilities and how best to support them to meet these. This involved personal care, but also administrative and physical support to attend engagements.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. They supported some people to maintain their levels of independence by focussing on and supporting their physical strength. For example, they supported people with their strength goals through at home physiotherapy sessions in consultation with their physiotherapist to ensure they were meeting their strength goals and maximising their overall physical capabilities.

For other people, they devised plans to improve their levels of independence by providing intensive rehabilitative support. Where people’s needs and goals were suitable for such a programme, the provider worked to provide intensive, short- term rehabilitative care to support people back into independence after short- term illnesses and thereby reduce their need for further care.

Where needed, the provider worked with other people to create plans for how they could support them to continue working in roles or participating in activities they were finding difficult. For example, one person using the service had a high- profile role that involved attending events, public- speaking and organisational and administrative tasks. The provider worked with them to support them to continue in the work that was important to them. People using the service had control about their purpose in seeking care and what they wanted to achieve in their lives as a result.

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.

People confirmed that staff met their needs and asked for their views and wishes. One person said, “They help me with everything I ask.”

Care staff had a clear understanding about people’s individual health and wellbeing needs. They gave us examples of how they provided people with the immediate support they needed in managing these. Where care staff needed additional help to support people, they told us they would seek this advice immediately from the provider.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care. They supported staff with personal issues that affected them, including difficult financial circumstances or health conditions. The registered manager told us, “We want our staff to know that we care about them and want them to remember that especially when they’re going through a hard time. They’re not alone”.

We were given examples of specific times and situations where the provider had supported staff this included staff members dealing with sudden, personal emergencies requiring speedy time off as well as staff who required emergency support with their health or finances. The provider also worked with people to provide flexible working options where this was needed to support them to work. If needed, they had the support of occupational health to design optimal ways of working.

Care workers confirmed the provider supported them in their roles. One care worker told us “When you’re in a placement, you’re never left alone. They make sure the client is happy. They do regular visits and they check up on your wellbeing.”.

The provider was also passionate about supporting staff with their development or performance management. Care workers confirmed they were given the training they needed. One care worker told us “You can ask for extra training in anything- if you need more training in an area to be more confident you will get this with no fuss whatsoever. They want you to be confident when you’re working.” Another care worker said “I think the training is excellent. I have very good support. If I need any help with anything all I have to do is pick up the phone. I see myself working here for a long time hopefully”

The provider worked to develop bespoke training and development plans to support staff to not only deliver person-centred care, but also to achieve their work ambitions.