Trusted Homecare (NW) Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The provider assessed people’s needs and choices to plan personalised care and support. People and their relatives told us they were involved in these assessments. A relative said, “We met the manager at the start, and we discussed what help my relative would need.”

The registered manager told us they met with people who expressed an interest in using the service and their relatives. They said, “I meet new prospective people at the start, and we discuss their support needs. This is done in the place people want to do it and it could be multiple meetings.”

The assessments and support plans were regularly reviewed and updated. There was clear guidance for care workers about how to meet people’s needs.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Care workers received a range of training including medication administration, basic life support, health and safety, food hygiene and manual handling. A member of staff told us, “‘I had a full induction both E-learning and face to face. I had also the opportunity to shadow the manager.”

The registered manager shadowed new care workers and supported them to learn how to follow best practice. Care workers were provided with guidance and additional training when needed. This had helped care workers to deliver more appropriate care and meet people’s needs. A care worker said, “The training has really helped me to support people better.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

A relative told us care workers supported, and advised them regarding keeping their loved one physically, mentally, and emotionally well. They said what they really liked was having familiar faces. The support care workers provided was very well co-ordinated and enabled people to live the way they wished.

The processes enabled the service and its staff to engage with relevant health and social care professionals. This provided joined up, linked care and support for people. A social care professional told us, “The agency communicates well with us.”

The provider always supported people to manage their health and wellbeing to fully maximise their independence, choice and control. Care workers supported people to live healthier lives and where possible, reduce their future needs for care and support.

Relatives told us care workers monitored health and wellbeing and responded appropriately when people became unwell or needed further support. A relative told us, “The carers will always tell me if they notice a change in [name] health.” A care worker said, “If I notice any changes to [name] health, I will tell the relative and my manager. If it is an emergency, I would call 999.”

Care workers were provided with detailed information about people’s healthcare conditions and symptoms to be aware of. Care workers monitored people and recorded their progress on daily notes.

There were systems to ensure people’s health and wellbeing was monitored. Information about people’s health and wellbeing was clearly documented within care plans.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Relatives told us they were happy with the care that was provided. They said they were involved in people’s care plans and understood the aims and achievements.

Care workers told us people had goals set out in their care plans. Care workers described how they were promoting independence. A care worker said, “[Name] can wash the front of his body and teeth independently, I will help [name] to wash their back and hand the toothbrush. This helps [name] to stay independent.”

Outcomes were routinely monitored by care workers and the registered manager. There was a process to ensure care plans were regularly reviewed. This meant people could achieve their goals and aspirations.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People had consented to their care and treatment. For people who lacked the mental capacity to make decisions, these had been made in their best interests, involving their representatives.

Care workers undertook training around the principles of the Mental Capacity Act 2005 and understood their responsibilities. People confirmed that care workers asked for consent before providing care. A relative told us, "They [care workers] know my relative well but will always ask [name] what he wants. For example, help [name] to choose their clothes.” Another commented, "The carers are very friendly and polite, and I hear them chatting and laughing with [name].”

Records completed by care workers after each visit confirmed that consent had been obtained for assistance with personal care.

Care plans were signed by the individual being supported or their representative, providing formal confirmation of their consent to the care outlined in the plan. This ensured their agreement with and collaboration on the care they received.