Trusted Homecare (NW) Limited

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 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 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.

Relatives told us they were involved in care planning and care plans were regularly reviewed to ensure information was current and up to date. A relative told us, “The carers know and understand [relatives] needs, the care plan is reviewed every three months, and we meet with the manager regularly to discuss anything which has changed. We are very happy with the agency.”

Care plans were detailed and personalised for each individual person, they detailed people’s likes and dislikes and their preferences of how to be cared for and supported. Care workers told us that providing person centred care was at the heart of everything the registered manager and they did. We asked care workers what providing person centred care meant to them. A care worker said, “Person Centred care is treating people in a way personal to them, looking after their wellbeing and health.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Relatives told us they had regular care workers and continuity of care helped to improve their relative’s health and wellbeing. A relative told us their family member had one regular care worker and how having regular care workers had positively impacted on their health as care workers had a good understanding of their needs and how they liked to be supported, and their family member knew the care worker very well and liked them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care workers told us they had information about and understood people’s communication needs from care plans meaning they could support people to fully express themselves and communicate their needs and requirements. The provider ensured that care workers and people were matched ensuring they spoke the same language and understand peoples cultural background and heritage. A relative said, “The best thing about the agency is that they speak our language, which has really helped my relative and made them feel very comfortable.” The service had policies and procedures available in an easy read format, this ensured that they can be accessed by a wider audience.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Care workers involved people in decisions about their care and told them what had changed as a result.

The provider had robust systems to retrieve feedback from people and their families to learn what they did well or what could be improved. The registered manager told us they know the families well and had been supporting people for a long time and surveys were sent to families. Feedback received from relatives was positive and they spoke highly about the care and support their loved ones received form the agency. This was also confirmed by relatives we spoke with directly as part of this assessment.

Relatives told us they knew how to make a complaint directly to the registered manager by phone or to the local authority. However, everyone told us that they had no issues with Trusted Homecare (NW) Limited.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People told us they had access to support when they needed it. People’s preferences were respected with regards to the times of their visits. Care workers had the right skills and experience to support people and meet their needs. Support plans and risk assessments detailed people’s preferences of how they would like to be supported.

We received positive feedback from relatives regarding the care workers and the support people received. People had regular care workers who knew them well and understood their health care needs.

Care workers 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.

Relatives told us they were involved in the planning of people’s care and were aware of the support plans. The provider had a process in place to review support plans to ensure they meet people’s current support needs.

Support plans were detailed and enabled care workers to provide person centred care.

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.

Currently the service did not support people who were in the final stages of their lives. However, care workers had received end of life training and regular refreshers were scheduled to ensure their knowledge was up to date.

The care plans included an advanced care plan which detailed people’s wishes and preferences should their condition deteriorate to ensure they were comfortable in the final stages of their lives.