Truscott Manor Care 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.

This is the providers first assessment since it re-registered. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

People were treated with kindness, empathy and compassion.

Staff spoke about the people they were caring for in a dignified and compassionate way. People felt that staff listened to them and communicated with them appropriately, in a way they understood.

Throughout the inspection, staff were attentive, focussed and engaged naturally with people they were supporting. People looked comfortable and relaxed in their presence. Staff took time to listen to what people were telling them. One relative said, “I couldn’t wish for anything better. From the lady in the office, to (management) – she is a little dream. She can’t help people enough. The nurses, the domestic staff; can’t fault them one bit.”

Relatives and professionals gave positive feedback about the staff approach. One relative said, “Carers just can’t do enough for you. She has never complained about the care she receives. Everyone is treated with respect and dignity.” One professional said, “Whilst visiting the home I have only seen good examples of care and staff treating residents with care and respect.” One visitor to the home said, “The staff are lovely, and he always looks so clean and well dressed.”

People were treated as individuals by staff who understood their individual needs, personal history and preferences.

Care planning was person centred and reflected people’s backgrounds and diverse needs. Staff respected any cultural or religious needs, whether through dietary needs or daily living practices. One professional said, “Carers seem to know residents well and genuinely care for them.”

Staff we spoke with described what people liked, how they responded to support, and what motivated them, and made them happy, in their daily lives. Staff spoke warmly about the individuals they supported.”

People were supported to have choice and control over their own care and to make decisions about their care, treatment and wellbeing.

People’s independence was actively promoted by staff. Staff encouraged people to do things for themselves in order to promote independence and had access to equipment to support them with this. One staff member said, “Some of the residents can brush their teeth and wash their face and body, so we let them do that. The bits they cannot do, we can help with. They can choose the clothes they want to wear.”

People were supported to engage in activities and engagement, and to maintain relationships that were important to them. One person said, “They do quizzes and games, there is also a singer who comes in sometimes and a lot of wildlife in the garden. There was a Christmas party, a BBQ in the summer and something at Easter too where family and friends are invited in.”

Staff considered those people who received their care in bed or preferred to remain in their rooms. One relative said, “They are very good about going to see her and one of the staff put a bird feeder outside her window so she can watch them, they also leave her door open when the music is on so she can listen too. One member of staff can play the piano too.”

People’s needs, views, wishes and comfort were a priority and staff quickly anticipated these to avoid any preventable discomfort, concern or distress.

Staff used evidence-based tools to monitor people’s conditions to anticipate and determine if people required extra support. Staff recognised when additional professional support was needed for people. Appropriate escalation of incidents and timely referrals helped support people with immediate needs.

People and their relatives spoke positively about staff’s response to their immediate needs. One person said, “The staff are very respectful, very good and the respond quickly generally.” Another person said, “The nurses are superb, they seem to be available 24/7 and the HCA are very good too – always checking for any bumps, scratches etc. and letting the nurses know.” One relative said, “They are very good about letting me know when he has an appointment coming up so I can attend.”

People received safe effective and person-centred care as the provider recognises and meets the wellbeing needs of staff. We observed a positive workplace culture where staff appeared happy and engaged. Our conversations with staff confirmed this.

The registered manager and provider valued the inclusion, wellbeing and contributions of staff. Support systems were available to new staff, such as an employee assistance program which supported overseas carers with orientation and integration with the community.

Staff told us that the provider was flexible and understanding when flexible working was needed to accommodate personal commitments. Staff told us that management were supportive of them personally and professionally. One staff member said, “Yes, I do feel supported. (Registered Manager) does my supervisions and I can talk to her if there is a problem of something bothering me; she is so supportive. I can talk to any staff, they are all good, management and nurses.” One professional said, “The registered manager appears supportive of her team.”