Trinity Homecare

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.

This is the first assessment for this newly registered service. This key question has been rated 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’s care plans were individualised to their specific needs. They were written in consultation with people and their families and covered different areas of people’s lives, including their social, physical and health needs.

The provider recorded and planned how to meet people’s individual needs and preferences in relation to their care and support. For example, some people had very specific preferences about how they liked their homes to be arranged and where they kept things and other people had very busy social lives that required specific support from the provider for them to manage. These preferences were planned and managed in accordance with people’s wishes.

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.

The provider worked with a number of different providers of services as well as health and social care professionals to provide bespoke care in accordance with people’s individual needs. These ranged from accessible transportation services, financial services, bespoke legal advice for people in later life as well as a service supporting people to write their life stories.

The provider supported people to understand their care options by providing advice on eligibility and funding options. They provided this advice through provision of written resources as well as discussing options with people regardless of whether people were likely to use their service.

The provider was flexible in the provision of care to people. They were able to provide ad hoc care services depending on people’s schedules or appointments.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to people’s individual needs. The provider had information, including policies and procedures, available in different formats, including larger print versions. They were available to discuss and explain information and staff spoke a variety of languages. If information required translation, the provider had access to these services.

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.

The provider had a clear complaints procedure which was available in different formats. They provided clear advice to people in making their complaints. “Client representatives” who provider advice and customer support, were available to support people to understand the process.

Staff were trained to support people and their families to understand their care choices and helped them to design their packages of care, including funding options.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had links to a number of services people could use in a more convenient way. These included at home physiotherapy services and at home opticians services where people struggled to leave their homes to access these. Care workers advocated for people using the service. This included contacting GP and other services for advice when needed or contacting the provider for further support in how to manage people’s needs.

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. This included people with difficulty communicating their needs. The provider ensured they spent sufficient time with these people to identify their needs and preferences and worked with them to deliver the package of care they wanted. They made adjustments to people’s care depending on their particular barriers. For example, one person had a particular health condition that meant they had difficulty communicating or signing their own name. The provider ensured they spent extra time with the person to ensure effective communication and utilised digital technology to assist with signing papers as needed.

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. The provider worked with external providers to offer advice in relation to future planning, which included financial and legal planning. The provider also discussed end of life care with people to ensure they were aware of their wishes and devised individual care plans in relation to end of life to ensure their wishes were documented.