Trinity Homecare (Worcester Park)

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. At our last assessment we rated this key question outstanding. At this assessment the rating has remained outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 was exceptional at making sure people were at the centre of their care and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. It was evident from speaking with staff that they were passionate about their work and they knew people they were supporting extremely well.

People were able to choose who they were supported by. New care worker profiles had been developed. These profiles included staff’s lead roles, their languages spoken, their interests, culinary profiles, and feedback from other people they had supported. This helped the management team with the matching process. To ensure people were being supported by care staff that had the knowledge to meet their needs, and also had similar interests and skill set. This improved people’s relationship with their care workers and ensured they enjoyed spending time together on mutual interests. People and their relatives were provided with information about the care workers who were available to support them, and they were able to choose who they preferred. One person told us, “We have a main care worker and when they take a break. Trinity then send us a new CV and we choose [our care worker]. They are always very experienced.”

People were also able to choose what time they received care. One person said, “I chose the times I wanted and I’m happy with them.” Care worker’s supported people to be involved in their care to ensure they received person-centred care which focused on what was important to the person. A care worker said, “People have a very active roll with regards to how their care plans are written as it is about the individual themselves. People always have the right of choice of how they want to be cared for and we as care workers have to respect their choices and wishes.” A person told us, “I have been very happy with the care. I am safe and less isolated and we have friends’ round for a meal and go out.”

Detailed care records were maintained that clearly instructed staff how people wished to be supported and what was important to the person. The provider had recently introduced ‘Stories for Life’. This initiative supported people to record their life stories and their lived experiences, so staff and families could find out more about them. But also they could be used later for people with dementia, to aid memories and promote conversation.

A range of initiatives were being piloted to support with delivery of care. One of these included ‘Memory Lane games’ which is an online game that can be used to support people with dementia and aid memory to further enrich interactions and engagement.

The service had partnered with an initiative which provided a transportation service, so people who were supported by care workers who did not drive or did not have access to a car, could use this service and increase opportunities for people to get out to their local community.

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.

Staff worked well with other healthcare professionals to ensure people received continuity of care. A professional from a partner agency told us, “I agree that the service has a patient centred approach and are open to advice and support from the NHS/Community services.” They told us staff were proactive in contacting them and followed the advice provided. Staff had built good working relationships with other professionals involved in people’s care and there was open communication and joint working.

The provider was able to offer a range of services which could be tailored to people’s needs. The service involved people and their families in decisions about their care and were able to tailor the service offered to accommodate the whole family and the flexibility they required. A new ‘live in light’ service had been developed which gave people the opportunity of having live in care during the evening and overnight when families were less present, but allowed people to have more independence during the day. Due to the provider being able to provide a range of services from companionship calls, visiting personal care calls, all the way to 24/7 live in care, there was continuity in care delivery when ensured joined up care as and when people’s needs changed.

The provider was exceptional at developing appropriate, accurate and up to date information

in formats that were tailored to individual needs.

The staff had developed an information hub for people and their families. This included a range of Trinity Homecare information leaflets, as well as delivery of webinars and in person events. Trinity Homecare had increased the amount of information they had available to ensure it covered a range of needs associated with care and ageing. The service also had partnerships with other providers and had a vision to advocate and signpost people to reputable providers who were able to support with other elements associated with care and ageing, whether that be the need for legal advice or funding options. They worked with organisations which supported people with their finances and ensured people had access to the benefits and funding they were entitled to. This range of information available supported people to be educated about their rights and the care options available, so they could make an informed decision. Information on different topics, such as dementia, also helped upskill families so they could support their loved ones at home.

Care workers were sensitive to people’s communication needs and adjusted their style to ensure people understood what was being communicated. Staff took the time to get to know the people they cared for and how they could ensure good communication. Care workers told us, “It's important that communication is respectful and never patronising,” and “I always give them time to ask questions, and I listen carefully to what they say and also to what their body language is telling me.” Care workers were aware of the importance of non-verbal communication and used communication cards and objects of reference to support communication. One care worker told us they took the time to learn a few words of the person’s preferred language. Care workers supported people to change the batteries in their hearing aids, and ensured hearing aids and glasses were clean and within reach to further support communication.

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

Care workers listened to and involved people in their care. A care worker told us, “I’m a listening ear, I put people in charge and enable them to make choices.” Care workers advocated for the people they supported and if any concerns were raised by people they would listen and report it so appropriate action could be taken. A care worker said, “If a client ever raises a concern, I would always report it. Their wellbeing is my top priority.”

A complaints policy was in place, which was made available to people and their relatives. This included information about how to raise a complaint and how to escalate their concerns should they continue to be unhappy with how it’s dealt with. People and their relatives were confident that any concerns raised would be listened to and addressed. One person told us, “I would go to [staff] if I needed help – the office are very helpful so if I had a complaint I would start with them. I am very confident that they would sort anything out for me.”

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

Information was gathered at assessment to ensure they was equity in access to the service. Care workers ensured they had the right information to enable them to provide equal and inclusive care and support. A care worker told us, “I support men and women by talking to them, by respecting their choices, finding out about their culture, religion and their sexuality so they can have preferences to how their needs are met.” Another care worker said, “We have a culture of inclusiveness which allows every individual to choose how they wish to be supported according to their personal values and preferences.”

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care and support in response to this.

Staff ensured people’s disabilities were not a barrier to having a fulfilled life full of adventures and experiences. Staff worked with one person to support them to fulfil their dreams and travel across the world irrespective of their physical disability. Another person was supported to go camping as they had a love for the outdoors. They also had a passion for film making and with support from their care worker they now had a successful online channel documenting how accessibility for disabled people can be improved. A third person was aware that His Majesty the King was going to be in the local area, and with support from their care worker they got to meet and speak with him.

Care workers ensured people received appropriate care according to their needs, which took account of people’s preferences and celebrated their differences to ensure equity in experiences and outcomes. A care worker said, “We are there to support the individual in the way they wish to be supported, while being respectful of religion, culture or sexuality.” We heard of an example where one person was no longer able to get to their place of worship, and with support from their care worker they had organised a prayer group to be held from their home so they could continue to practice their faith. Care workers were interested to learn about others, their cultures and their lifestyles. Care workers told us, “I am self-aware and I recognise I am from a different cultural background to my service user, and I am open to learning about other cultures and perspectives. I try to create a safe space for my service user to talk about their views and preferences. We have had some open conversations about differences in religion, culture, and sexuality as they have talked about their friends and lifestyle” and “We have open conversations about culture and personal preferences. [The person I support] asks about my country and our traditions… and [they have] told me about [their] life and traditions. This helps [them] to feel included, [their] opinions are valued and respected for who [they are].”

People were given exceptional support to plan for important life changes, so they could make

informed decisions about their future, including at the end of their life.

Care workers had received training in supporting end of life care and were aware of the sensitivity of this time. Care workers highlighted the importance of making people comfortable, respecting their preferences, giving them space and time, or being available to chat or just being present during this time. Care workers were aware that people’s health could change quickly during the end of their life and they were aware of their role to monitor and escalate any concerns quickly. A care worker said, “Be vigilant, things can change fast, report and record so other health care professionals can be immediately involved where required.”

Webinars were held to educate and inform people and their families about end of life care and the importance of “starting the conversation early” to ensure people’s wishes were known to their families, and ensure this was discussed and planned in advance. The provider also had partnerships with a service who could facilitate difficult conversations amongst families who had become separated or where there were challenging family dynamics to ensure people’s wishes were heard and there was coordinated end of life care planning. The provider group had increased their bereavement support and information available for grieving families. This included information for families about what to do after the loss of a loved one. The staff also sent out forget me not flower seeds to families so they can be planted to mark the memory of a loved one.

Support was in place for staff who had been supporting people at the end of their life. This included access to a bereavement service and dedicating time with them to talk about their experiences and celebrate the lives of those they were supporting.