Truscott Manor Care 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.

This is the providers first assessment since it re-registered. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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's care plans reflected their physical, emotional and mental health needs and these had been effectively assessed.

People's care plans were person-centred and provided clear and descriptive guidance to staff about how to support people to meet their needs. People and their relatives were involved in care planning and made shared decisions about their care and treatment.

People spoke positively about the person-centred approach of staff. One person said, “Oh yes, I don’t like early mornings so sometimes it is 11.30 before I get up and I usually return to my room about 2.30 and lie on the bed – I do what I want, and it is not a problem. I don’t ever feel pressured to get up at a certain time.” One family member said, “They do look after him well though – his shaver has not been great but a young man offered to give him a wet shave so that is much better.” One professional said, “Care plans and activities are person-centred. People appear to be consulted.”

People experienced care that had continuity and consistency. Staff worked collaboratively with partners in care to ensure this.

Staff worked consistently on people’s assessed needs and followed guidance and information provided by health and social care partners. The home had links with, amongst others, GPs, community pharmacists and local authority partners. One professional said, “I have found all the staff I have come across to be very friendly, approachable, and helpful. All of them have had a good knowledge regarding the people I have been seeing and have been keen for any handover and support that they can provide from my recommendations.”

People received information in a way they understood and were accessible to them.

People’s communication needs had been comprehensively assessed, and staff had a good understanding of the needs they supported. Staf ensured that any communication needs were quickly addressed to ensure that people were able to receive information about their care. For example, communication care plans were in place that detailed people’s capacity and their sensory needs. Referrals to the speech and language therapists were made to support this. Staff used whiteboards, picture books and alphabet boards to share and exchange information.

Information about people that was collected and shared met data protection legislation requirements. Information was stored securely within the site office in locked cabinets, while electronic information was protected within password protected care systems.

People knew how to give feedback about their care and how to raise concerns if they needed to.

The provider had a complaints policy and people had details of how to make a complaint. Complaints we reviewed showed that the provider had responded in line with their policy, detailing any changes that had been implemented as a result of the concern. The provider demonstrated its duty of candour. The duty of candour in care is a legal and ethical requirement for healthcare providers to be open, honest, and transparent with people, their families/carers when things go wrong.

People spoke positively about the homes approach to dealing with any issues raised. One relative said of a concern they’d raised, “They did apologise, and they dealt with it straight away. The owner came to see my and was full of apologies.” One person said, “Yes, they were very good about listening to me and I am very comfortable about how my care is delivered. It is a wonderful place, and I would 100% recommend it.”

People could access care, treatment and support when they need to and in a way that worked for them, which promoted equality, removed barriers or delays and protected their rights.

People were able to access healthcare, treatment and support when they needed it. Staff ensured that timely referrals were made for specialist support, while people could regularly access local health support when they required it.

People were given support to overcome barriers to ensure equal access through consistent approach to meeting people’s individual communication needs. Observations of environment were positive with people having access to a spacious, secure environment.

Leaders and staff were alert to discrimination and inequality that could disadvantage different groups of people using their service.

People’s care planning was consistent, and the provider sought to provide a person-centred service that acknowledged people’s differences and complex needs. People’s and staff’s cultural and religious needs were supported.

Each person’s care plan identified any equality needs and how these impacted their care needs, while staff understood their role in ensuring people's equality and diversity needs were met. One professional said, “They adhere to anti-discriminatory practice, they have people from different cultural backgrounds.”

The provider sought people’s advanced wishes during their initial assessment. People’s care plans captured whether people had an advanced decision or statement in place that guided staff about how to support them.

Staff supported people compassionately at the end of their lives. People’s needs and requirements were reviewed more frequently during these periods in their lives, to reflect any deterioration in health or care needs.

Staff worked with local hospices to support people and ensured that anticipatory medicines were in place. One staff member said, “We make people comfortable and ensure they are pain-free. The family also, we look after, just being there with them.” One professional said, “The home seems particularly good at managing those with end-of-life care needs. They inform the family and GP in a timely manner if they feel residents are approaching end of life, and they are aware of national good practice guidance around mouth care and nutrition and fluids.”