Tru Caring

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 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 told us that they received person centred care. The provider worked pro-actively with people and relatives to promote continuity and consistency in care when issues were raised and changes were required. The registered managed gave people realistic expectations around how and when changes could be implemented. This helped to ensure any changes were managed safely minimising the impact to people and others.

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 told us they received a good level of continuity in their care. They said that they had regular teams of staff, who arrived at agreed times. Care plans identified when other stakeholders were involved in people’s care and the specific role of each party. This helped to ensure there was clear accountability from each stakeholder around their respective roles and responsibilities.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were documented in their care plans. The registered manager demonstrated how information such as care call schedules could be provided in a variety of formats, depending on people’s preferences and communication needs. The provider completed regular reviews of people’s care, where their communication needs were reviewed. This helped to ensure that people’s communication needs were met.

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 told us they understood how to make a complaint about their care and felt assured that the registered manager would address their concerns. There were systems in place to regularly seek feedback from people around their care, including scheduled review meetings and phone calls from senior staff. The registered manager told us they were developing systems to review and analyse feedback/complaints on a wider, more thematic level. They told us this would help identify particular trends in feedback to promote improvement where required.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had policies and procedures around equality and diversity. Staff also completed equality and diversity training to help ensure they understood the potential barriers to accessing care people may face.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes. They then tailored their care, support and treatment in response to this. The provider had policies and procedures to help identify where people were at risk of suffering discrimination or inequality. This helped reduce any barriers to people receiving equity in outcome and experiences.

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. Where required, people had end of life care plans in place. This detailed their advanced arrangements and preferences around care. Some staff told us that they would benefit from additional training around end-of-life care. The registered manager was responsive to this feedback and had planned to provide additional support to staff.