Trinity Homecare

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 – 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.

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

This service scored 85 (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 treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People received care and support they described consistently as good care. Comments included, “Excellent,” and “Very Good.” One person described the care and support provided to them as a very high standard of care that was dignified and supportive. They said, “Staff close the door, and that they are very understanding and competent. They ask what I want and they promote my independence.” They went on to describe the care and support as “Amazing and brilliant.” Staff spoke respectfully about how they provided support to people. They gave examples of how they respected people’s privacy and dignity whilst also promoting people’s dignity and respect. This included what they discussed with people and how they prepared their environment such as closing doors and curtains when they provided personal care to people.

Relatives felt the care provided to people was very good. They told us, “We are extremely satisfied with the help we get from our carers” and “They are so lovely, kind, caring and extremely respectful.” Another relative told us, “I must say all of the staff are very nice people.” One professional told us, “Staff treat people with dignity and respect.”

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’s care plans contained important information about the person’s individual needs. This included if the person had a religion, their gender and other individual preferences such as a preferred name. Although some improvements could be made to exploring all protected characteristics under the Equality Act 2010, the provider confirmed they were planning to review what improvements they could make to people’s care plans to incorporate this.

Staff had a good understanding of equality and diversity such as respecting the person regardless of their sexuality, race or religion, and this also included colleagues they worked with. All people felt supported by staff who respected their wishes and their individual needs.

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 by staff who promoted their independence and who gave them choice and control. People were happy with the care they received, and they felt the support provided gave them choice and promoted their independence. People told us, “Yes they do promote my independence.” Another person told us, staff helped them to be as independent as possible. They said, “They try to make us as independent as they can.” Staff gave examples of how they promoted people’s independence such as encouraging people to undertake their own oral care, personal care and wash their own hands and face if they could themselves. Staff confirmed they always gave people choice whilst supporting them.

People’s care plans confirmed if people had a preference on undertaking aspects of their personal care themselves. Examples included, where people could manage their medicines and oral care independently.

Feedback from 1 health and social care professional confirmed, “Trinity staff treat their clients with respect and dignity whilst adapting a very person-centred care approach. They present as very calm, approachable and always spend time talking with the client.”

The provider was exceptional in how they 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.

People felt supported by staff who listened and responded to their individual needs. For example, 1 person told us, “They do what I ask them, they all do a marvellous job.” Another person told us, “They do all we ask of them and it works very well for us.” Another person told us, “Excellent service, the carers look after me extremely well.” During the inspection, feedback from relatives was also positive with 1 relative who told us they had been grateful for the support from the care staff as staff had provided a respectful and responsive caring support when the person needed it. They told us this had minimised the person’s and their distress whilst providing a “Caring and respectful approach.”

Staff responded to people’s changing needs by raising any concerns with the office who then made referrals to health and social care professionals if required or undertook a review of their care needs. People and their relatives told us there was a flexible approach from the service and that people could be offered additional care and support if needed. One person told us they might need an increase in their care following being in hospital. They felt happy to discuss this with the office if needed. Staff were provided updates if people’s needs changed. This was either through updated scheduled visits, phone calls or through their allocated visits and digital system.

Various compliments had been raised about staff providing care and support to people. Compliments from relatives included, “I just wanted to send a big thank-you to all those who helped mum and dad out above and beyond yesterday.” Other compliments included supporting people when their individual needs changed, such as when they had been supported with a re-assessment of their needs and when support was provided following people’s needs changing, thanking the service for providing adequate care and support.

The provider gave examples of supporting people in-between their planned care and support visits in a flexible and responsive approach such as in the event of an unexpected incident. This flexible approach provided people with dignified care as and when they needed it. It was an important aspect of the care and support provided by the service to the people they support. The service ensured they had a designated team to support people as and when they needed it or in the event of them returning from hospital.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

The provider recognised care staff and their wellbeing by providing staff with opportunities to attend well-being events. For example, various events were offered to staff such as on-line yoga and lunch and chat events in the office. All staff felt extremely well supported in their roles and said the management team looked after them. Staff told us, “Really good support” and “Really supportive” and “Really good, supportive, they’re so good.” All staff could visit the office to discuss anything with more senior staff if needed.

All staff had their individual needs considered. This was explored as part of their recruitment. The provider sought early on when the member of staff was available to work, and their schedules evolved around this. Staff were supported by other care staff as part of their induction. This ensured staff had the opportunity to settle into their role prior to working with people independently. The provider had on going check-ins with staff. This was through supervisions and observed practice. The registered manager told us they supported staff flexibly and they did this through a variety of ways such as referrals, unpaid leave and flexible working conditions.

Care managers and field care supervisors were available to support staff on shift. The provider also had an on-call member of staff who was flexible to support staff and people should there be a change whilst staff were undertaking their daily roster. Staff also had access to an on-call senior manager who was available to provide advice or support to any staff should they need this.