Tru Caring

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 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. People told us that staff were kind, compassionate and caring. They said staff treated them with dignity and respect. Staff understood people’s needs and had formed positive working relationships with them. Care plans detailed people’s backgrounds, life histories and essential information related to their care. This helped to ensure that staff promoted a person-centred approach when delivering care.

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. Care was scheduled in line with people’s needs. There was appropriate spacing between care calls to meet people’s individual requirements around eating and drinking, medicines administration and repositioning. People’s communication, cultural, religious and spiritual needs assessed and recorded in care plans, with adjustments made to ensure these needs were met.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us their care reflected their choice and preferences. Staff supported people to remain as independent as they wished around aspects of their daily life and routines. This included ensuring staff were led by people around what they wanted support with and how this was done. This helped to ensure that people were not de-skilled and did not become over reliant on care if not needed.

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 had a good knowledge of people’s needs and told us how they would recognise people’s needs were changing. The registered manager used the electronic care planning system to analyse care call times, call durations and whether planned care tasks were completed. This helped to identify when people’s needs were changing and ensure a timely referral was made to professionals for additional guidance and support.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported and respected in their role. They told us that senior staff were responsive to their needs and sensitive to their personal circumstances. Some staff told us that work could be quite isolating, and they would appreciate increased opportunities to get together as a staff team. The registered manager had recognised the benefits of meeting as a staff team and was exploring ways to increase the frequency of this.