Advance Healthcare- Trinity Apartments

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People told us they had positive relationships with staff, describing them as “Kind, no complaints,” and “They respect me and will talk, chat and get to know me.” One person added, “They always acknowledge them, they will pop their head round to the office.”

Staff spoke about people with respect and compassion. One staff member said, “Be patient, make sure the person feels well cared for.” Another added, “I can only talk of myself, someone who is not kind cannot do this job. Takes a lot of yourself to do care work.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us staff knew them well and respected their needs and wishes. Staff demonstrated a good understanding of individual preferences; one staff member said, “Everyone is different, we give person-centred care based on what people want. Treat everyone the same but on a one-to-one basis.”

A relative described how the service responded following a hospital discharge, saying, “They worked flexibly to ensure their needs were met. Staff stepped up really well.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to have choice and control over their daily lives, including cooking, managing medicines, and making everyday decisions. One staff member said, “Basically we ask people, open the wardrobe and let them decide which clothes and shoes they want to wear. What they would like for breakfast and to drink. Allow people to make the choice. I try my best to make people independent in their own flat.”

Staff promoted independence by encouraging people to do as much as possible for themselves whilst offering choice. People were encouraged to take part in activities and access the community, with opportunities such as coffee mornings and entertainment. They were also able to receive visitors whenever they wished.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff understood people’s needs, preferences, and behaviours, and knew how to respond appropriately. Call systems were in place to ensure timely support.

The service worked closely with GPs and other health and social care professionals. One person said, “I feel a lot better at Trinity, lots of things happened in the past elsewhere but I feel safe and well looked after here.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff well supported by the management team and they received regular wellbeing check ins. Staff comments included, “It’s really nice working here,” “My manager meets with me when I need it,” and “I feel well supported and can talk to my manager about anything. “I feel happy to come to work.” Staff were able to describe how individual adjustments were made to support their health and to provide a better work life balance. One staff member described how they had been supported through a health condition, “Really happy with the company, they understand my health needs.”

The provider had a reward system in place for extraordinary carer of the month and at the end of the year nominated staff were invited to attend an awards ceremony. In addition, an internal social and recognition wall on the staff platform celebrated individual achievements. Staff were encouraged to improve their skills and were offered learning pathways, including an apprenticeship qualification. One staff member told us, “Training and development is encouraged, and the provider are willing to support.” The senior manager onsite during the inspection told us how they had started their care career as a carer and had progressed to a senior manager.

Systems were in place to share feedback with staff. They had access to wellbeing tools and an employee assistance program.