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Trinity Homecare (Worcester Park) Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 16 February 2019

This inspection took place on 5, 8 and 13 November 2018. At our last inspection in April 2016 we rated the service ‘Good’ overall. At this inspection we found that Trinity Homecare had improved to ‘Outstanding’ overall.

Trinity Homecare is a domiciliary care agency. It provides personal care to people in their own homes. There were 200 people using the service at the time of this inspection with 24 people receiving live-in care.

The manager of the service had started the process to be a registered manager at the time of our inspection and was confirmed in the post shortly afterwards. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider demonstrated exceptional responsiveness to the needs of people and their relatives by developing mobile phone accessible applications alongside electronic care records. These innovative programmes enabled people and relatives to see what care and support was planned, when it was delivered and by whom. This was reassuring for people and relatives, particularly relatives who lived considerable distances from their loved ones. The provider developed unique software to maximise people’s data security and confidentiality. People and the relatives were actively involved in the development of care records which were highly personalised and unique.

The provider was exceptionally flexible in meeting people’s rapidly changing needs to ensure they remained in their homes rather than in health or social care settings. The provider extended this capability to support people receiving care from other providers to remain in their homes too.

There was outstanding leadership at the service. The provider was exceptional in its commitment to the training and development of staff. People benefited from the provider’s outstanding approach to partnership working with other organisations and its pioneering approach to technology. Trinity Homecare engaged with the public extensively and used feedback and ideas from people and staff to plan, implement and achieve continual improvements in care delivery.

People receiving care and support felt it was delivered safely by staff they felt safe with. People’s risk of experiencing avoidable harm were reduced by the provider’s risk assessments and risk management plans. Robust procedures were in place to ensure care visits were not missed. Staff and managers were clear about their responsibility to safeguard people from abuse. People received care in their own homes from staff whose suitability was established through thorough recruitment processes. People received their medicines safely and staff followed appropriate hygiene practices.

People’s needs were assessed and met by trained and supervised staff. People were supported to remain healthy and access healthcare services when required. People chose what they ate and staff supported people to eat and drink in line with their assessments. The provider met the requirements of the Mental Capacity Act 2005 (MCA) to help ensure people’s rights were protected.

People received care and support from regular staff they knew well and with whom they shared trusting and positive relationships. People were encouraged to make decisions about their care and to be as independent as possible. Staff maintained people’s dignity when providing personal care and were respectful to people and their homes.

Inspection areas

Safe

Good

Updated 16 February 2019

The service was safe. The provider assessed risks to people and ensured plans were in place to mitigate them.

People were protected against the risk of neglect arising from missed care visits.

Staff were trained and understood their roles to protect people from abuse and improper treatment.

The provider used robust procedures to ensure staff were safe and suitable to work with people.

Staff supported people to receive their medicines in line with their prescriber’s instructions.

Effective

Good

Updated 16 February 2019

The service was effective. The provider undertook comprehensive assessments of people’s needs.

Staff were supported, receiving training, supervision and appraisal.

People received the support they required to eat and drink.

Staff enabled people to engage with healthcare professionals whenever they needed to.

People’s care was delivered in line with the Mental Capacity Act 2005.

Caring

Good

Updated 16 February 2019

The service was caring. People told us the staff were caring.

People and staff knew each other well and shared positive relationships.

Staff promoted people’s independence.

People were treated with dignity and respect.

Responsive

Outstanding

Updated 16 February 2019

The service had improved to outstanding. The provider was innovative its development of applications in support of electronic care records which people and relatives found reassuring.

The provider demonstrated excellence in its creative response to people’s need for information security within mobile accessible information technology.

The provider went the extra mile to ensure people could continue to receive care at home when their needs changed.

People’s care records were highly person centred as a result of their active input and regular review.

Well-led

Outstanding

Updated 16 February 2019

The service had improved to outstanding. Staff received exceptional support to develop their skills and knowledge to deliver high quality care.

The provider demonstrated a deep and enduring commitment to working in partnership other organisations to improve care outcomes for people.

The provider’s creation of new technology was transformative for people and their relatives.

The provider was excellent at gathering ideas from staff and acting on them to improve the care people received.