Trinity Homecare

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 good. At this assessment the rating has remained good.

This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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 treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

All people we spoke with felt supported by staff who respected their individual wishes andwho provided them with the care and support important to them. Care was provided flexibly and when people needed it. One person told us they felt able to contact the office should they need any increase in their care or if they needed to for any other reason. They felt the care was, “Excellent.” A relative also told us, “The service is very accommodating if we require any additional hours. Which is very good.” Examples were provided of recognising person-centred care and recruiting the right staff to support people. At the time of the inspection the service were exploring recruiting a member of staff who had a specific cultural background. This was so the member of staff could support a person with their individual cultural needs.

People’s care and care planning information ensured people were at the centre of their care and treatment. For example, people’s routines were explored including if the person wished to remain independent with a task or if they had expressed staff assistance to prompt them to completed it themselves or how they preferred staff to do this for them. Care plans contained important information about the person such as their life histories, hobbies and interests.

The provider supported people and their families with resource information and events to support people later in their life. This included holding dementia events, memory cafes, bereavement events and other aspects of supporting people who might need support with making decisions about their care and welfare and their finances. Staff were able to attend provider events such as a monthly dementia workshop which enabled staff to expand their knowledge of dementia.

The provider was exploring a new initiative where they could support people to access responsive health reviews and treatment. This they felt would enable people to gain quicker health reviews and intervention rather than having to wait. They said this would be something care staff would be specifically trained to identify so referrals could be made responsively to ensure any changes to people’s needs were recognised. The provider had a senior manager within the organisation who was working through the implementation of this project. This meant the provider was proactive as ensuring people received the best care and support possible through their service and whilst working in partnership with others.

The provider’s (PIR) provider information return, confirmed how at the first assessment they identified any specific communication needs and preferences. This ensured they gained how each individual wanted to be considered, including any preference of how they wished to be addressed and specific gender of staff they had. Care staff respected people’s individual wishes and they confirmed they always gave people choice. Examples included giving people choice of what to eat, wear, and how they wanted their support provided. People and their families were an active part of how care plans were developed and written. Care plans confirmed people’s preferences and wishes on how they wanted their care and support provided. Two relatives told us, “He usually has the same male carers and they have a very good relationship” and “Before the carers started coming the manager came to the house and discussed what they could offer in detail and she assessed my mother’s needs and we agreed what things she really needed help with and we did her care plan.”

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.

People and their families felt able to raise any changes to their care and support if required. Any changes to people’s care needs were monitored and any increase or decrease to their care was responded to and adjusted as required. The registered manager or office staff liaised with health and social care professionals when required. People could access a 24/7 live in care service provided by the provider should their individual needs change to require this. Other support services also included providing people with companionship calls, shopping and housework calls and interim personal care visits. All people and their families felt able to contact the office should they have any changes to their individual needs or requirements.

Following our inspection, the service provided examples of how they had supported people flexibly and responsively when people needed it. This was to support people with any changes to their individual needs as and when required.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People and their families were able to access a range of resources that could be provided in various formats if required. This included a range of Trinity Homecare information leaflets, 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, advocacy and ageing. The service had also collaborated with other providers so they could signpost people to reputable organisations who could 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 to them, 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.

The provider shared information on community events people and their families could attend, such as dementia cafes and dances. If required, information could be provided in an accessible format for the person, including larger print and the provider could also provide information electronically to enable people to use any assistive technology they might have. All care staff knew people they were supporting well. They gave examples of respecting people with their individual needs and how they adjusted how they communicated with the person depending on their individual needs. This also included not providing too many choices to people and giving visual prompts if needed.

All people and their families were grateful of the care and support provided by the service. People described the care as “Excellent,” and “Amazing and brilliant.”

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.

The provider had a complaints policy should people and their families be unhappy with the care and support provided. People and their families all felt able to raise any concerns if they had any with the office staff. Complaints were collated and reviewed to ensure any actions or learning were taken if required. The provider’s senior managers were responsible for monitoring the quality of these and implementing any wider actions or learning across the organisation. The provider following our inspection confirmed they continually used feedback to make improvements to people's care and support so it was more person-centred.

Various compliments had been raised by people and their families. These included thanking individual staff for how they had provided the care and support to people.

Care staff confirmed they supported people if they raised any concerns with them. This could then be raised with the office through phone calls and the provider’s digital alert system. One member of staff told us, “I would always phone the office and raise an alert, they then contact the families.”

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

People had their care and support provided to them flexibly, whilst respecting their wishes, choice and individual needs. People told us the care provided met their individual needs and if this changed they felt able to discuss these changes with the office. Although some people raised with us that some staff were harder to understand than others. We raised this feedback with the provider following our inspection.

Information was gathered at the first assessment to ensure the service meet people’s individual needs. People’s care plans evolved from these assessments.

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.

People felt supported by staff who provided them with a good standard of care and support that respected their individual wishes and choice. People told us, “The carers are very respectful, very kind and nothing is ever a trouble to any of them.” Another person told us, “Excellent service the carers look after me extremely well.”

Following our inspection, the provider gave examples of how they supported people with their individual communication needs.

People were supported to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

People’s care plans explored what people’s individual wishes were and other important information was collated and available, such as if the person had a “Do not attempt cardiopulmonary resuscitation" (DNACPR) decision.

The provider’s ethos was to provide people with safe, flexible care that supported people with any changes to their individual needs. The provider had a range of planning for the future resources and held webinars to support people and their families. This included a range of Trinity Homecare information leaflets to support people with having conversations about their end of life wishes and what support there was available to people if they needed end of life support. People and their families could be provided additional resource information on financial planning and other aspects of their care and support. This information was also available on the provider’s website. The provider also sent out forget me not flowers to families, so they could be planted in remembrance of the loss of that loved one.

The provider was looking to work in partnership with a team of health professionals. This they hoped would support people quickly with any changes to their individual needs including being able to access treatment and intervention should they need this.