Trinity House

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.

This is the first assessment for this service. This key question has been rated Good: This meant people’s needs were met through good organisation and delivery.

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 made 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.

People were involved in the planning of their care which ensured the support was centred around their wishes, preferences and what mattered to them. One person said, “I sat with my keyworker to talk about my support, we check it’s still okay each week.” A relative said, “I was involved before [person’s name] lived here and I still am, if anything changes, I am invited to discuss any issues.”

Staffing was consistent, and people were familiar with the team supporting them. Staff understood people’s routines and preferences, which helped build trust and continuity. The support we observed matched the information in support plans and what staff told us, confirming care was person-centred and aligned with each person’s wishes.

Support plans included personalised sections which reflected people’s preferences, routines, and aspirations. These plans were regularly reviewed and updated in response to any changes in needs, which ensured care and support remained relevant and responsive

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’s individual health action plans and hospital passports supported joined up working with external professionals. These documents clearly outlined people’s health needs, medication, communication preferences, and signs that indicate pain. This demonstrated the provider ensured professionals understood how to support people effectively, promoting consistency and continuity of care across different settings.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We observed staff communicating with people. Staff demonstrated a strong understanding of how people expressed themselves, including non-verbal cues such as pointing, guiding staff to what they wanted, and using facial expressions or actions to indicate their wishes. Staff were able to interpret these cues effectively having built strong relationships with the people they supported over time.

Information about individuals’ communication needs were clearly documented in care records which were used when people accessed different settings promoting accessibility, choice and understanding across different settings.

Support plans were created to promote people’s understanding and contained pictorial cues to support people to be fully involved in the planning and assessment of their heath and care needs. This demonstrated the provider tailored information to meet people’s communication needs which promoted choice and control in their care.

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.

People and relatives felt comfortable raising any concerns with the registered manager. One person said, “I would go to [registered manager’s name] if I wasn’t happy with something, they are very good.” One relative said, “I have no concerns at all, but I know if I have ever had any minor issues, I have raised it with [registered manager’s name], and they let me know what they are doing to help.”

There was a complaint policy in place which was also available in an easy read format to help people understand their rights and how to raise concerns. Easy‑read information refers to accessible text presented in a simplified format using clear language and supportive imagery. Where needed, advocates were requested to support people in making their voices heard, ensuring that everyone had equal access to expressing their views.

Staff involved people and their relatives in decisions about the person’s their care and discussed changes arising from feedback. Concerns raised by relatives were handled in line with the provider’s complaints policy and meetings held to clearly explain the outcomes of investigations. This ensured complaints were listened to, investigated and responded to effectively.

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

People were supported to access healthcare services for routine appointments, urgent medical needs and whenever staff identified concerns. Advocates were involved when required to help people make informed decisions, ensuring their views were heard and respected in all areas of their care. Individualised health action plans were in place, providing tailored guidance to maintain and promote each person’s physical and emotional wellbeing.

Staff recognised and responded to changes in people’s health and wellbeing, maintaining a person‑centred focus which ensured timely access to appropriate support. Care records clearly documented the appointments and healthcare interactions staff had supported people to attend, demonstrating how the service worked to meet individuals’ ongoing health needs.

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.

Staff demonstrated a good understanding of each person’s diverse needs and treated everyone as individuals, promoting inclusion and preventing discrimination both within the service and in the wider community. One staff member said, “It is important to me that people I support have good experiences and I speak up for them if I feel they are unable to access services because of their diverse needs.”

Staff had a good understanding of the risks people might encounter in the community and took proactive steps to reduce these. Positive behaviour support plans were in place for individuals who experienced distress, providing clear guidance on recognising triggers and de‑escalating situations in a respectful and supportive way. This reflected the provider’s commitment to promoting fair and consistent experiences and outcomes, ensuring care remained person‑centred and responsive to each person’s specific needs and challenges.

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

Whilst the service does not currently support people at the end of life, the provider understood the importance in future planning. Staff received training in supporting people at the end of their life. The registered manager told us when required, discussions and arrangements would be held to ensure people are supported to make informed choices about their care and wishes at this time.