Trewartha Residential and Nursing 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 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.

People’s needs were well known by staff which helped ensure a person-centred approach.

Staff worked with healthcare professionals to ensure people’s care was person-centred and in line with national standards, resulting in effective support that reflected each person’s needs, and preferences in line with best practice guidance.

People’s care needs were recorded in their care plans. These outlined people’s likes, dislikes and preferences. Where people had health conditions, there was specific guidance for staff to follow.

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.

Care plans reflected a person’s changing needs, for example, their mobility, cognitive needs, and communication challenges, with regular reviews involving the person and / or their family.

If people are unable to be involved in care reviews due to their cognition, relatives with legal authority can review the care and treatment. All the relatives we spoke with told us they had been involved and were kept up to date with any changes.

Staff worked closely with other health care professionals to manage people’s changing health needs and shared information appropriately. For example, where a person’s cognition had declined, staff had referred them to the specialist dementia team.

A health care professional explained how information was shared to ensure issues were dealt with promptly.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider shared information accurately with people, their relatives and involved health professionals. Staff understood how and when to present information to people to support their decision making.

Staff who could speak more than one language assisted people to fully understand information. For example, staff translated information to a person who preferred using a different language to English.

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.

Meetings were carried out with people. These meetings provided an opportunity for people to share their experiences and raise any concerns. Items discussed included menus, activities and any planned changes to the home.

Surveys had been completed to gain feedback from people and staff. The responses were analysed, and findings were shared and actions taken.

Any complaints received were clearly recorded and dealt with quickly and effectively by the registered manager. One person told us they could “speak with the manager.” A relative told us the staff and manager were “So helpful and always listen.”

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

Everyone was given equal opportunity to receive the care they needed promptly. This included being referred to health care professionals quickly if they became unwell, ensuring medicines were reviewed by the GP, and arranging appointments for people, for example, with chiropodists and district nurses.

Care plans detailed people’s equipment requirements to promote their independence. There were adapted facilities such as hoists, toilet and bathing equipment, and adapted chairs to support people to overcome physical challenges.

Staff had completed training in equality and diversity. We observed staff treating people as unique individuals, using their preferred name.

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.

Staff told us they knew people well and they showed an awareness of people’s individual needs, their differences, likes, dislikes and preferences.

The provider had an equality and diversity policy. People's care plans were person-centred and set out aspects of people's characteristics, beliefs and preferences to ensure people's protected characteristics and needs were respected.

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.

Relevant documentation regarding care in the final stages of life was available to all staff. Where necessary, the service worked closely with the GPs and district nurse team to ensure people had the care, support and treatment they needed. A healthcare professional told us the staff were “Really good with palliative care patients.”