TrustBridge Care

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

People had mixed views on whether they had been asked for their opinions on their care. People were involved in their care planning to help them receive person-centred care and access services they needed. People felt they were treated equally and had access to other healthcare professionals when needed to help ensure their care was appropriate to meet their needs. People were given information in a way they could understand and were provided with information on how to make a complaint should they need to. Procedures were in place to support the provision of end-of-life care when needed.

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.

Most people felt they received person-centred care. They told us they were involved in meetings to discuss their care and if any risks were identified, these were assessed to help promote the person’s safety. Where people felt things could be improved, they told us they had been able to discuss this with staff.

Leaders told us people were involved in their care planning and this helped to ensure they received person-centred care. Staff spoke warmly of the people they cared for and told us they enjoyed the relationships they had established with people. Staff told us people’s preferences for their care were known and followed. This helped staff to provide people with person-centred care.

People told us their care needs were met and they were on the whole happy with their care staff.

Leaders told us they worked with external health care professionals to ensure people received appropriate care to meet their needs. Staff told us of when they had worked with other healthcare professionals involved in the care of the person they supported. For example, 1 staff member told us about the involvement of the District Nurse and the physiotherapist and their roles in supporting the person. Other staff told us of how they would take actions to contact the GP or make referrals for other support when needed. Staff confirmed should the emergency services need to attend to a person, they would be able to access details of their care needs as up to date details were kept in the person’s home. These actions helped to ensure people could experience integration and continuity in their care provision.

Partners felt that staff had on a few occasions struggled to implement the recommendations left by the professional. On the whole partners felt staff understood how to work in partnership to help ensure people received appropriate care. Partners told us staff working at the service were responsive in seeking relevant support for people, including contacting the GP or emergency services if needed. One partner told us staff had recently informed them that a person’s ability had improved, and some aspects of their care needed a review. The partner told us they were able to re-assess this person because staff had raised this with them.

Care planning systems were in place to reflect and include involvement from other healthcare professionals. Leaders and staff used the appropriate referral pathways to obtain assessments by other healthcare professionals.

People told us any arrangements to pay for their care had been explained clearly. People said they had been given information on how to raise any concerns, such as safeguarding, or how to make a complaint should they have need to. Relatives told us staff understood what signs indicated their family member may be in pain if they could not communicate this verbally.

Leaders told us they ensured people had information in a way they could understand. For example, by ensuring information was translated for them. Staff told us people’s communication needs were identified in their care plans. Staff said actions were taken to help people with any communication needs. For example, actions were taken to meet people’s communication needs where they used a language other than English. A staff member told us how this had helped to ensure the person and their family’s views could be discussed and used to inform the person’s care plan. These actions helped to ensure people’s information was provided in a way people could understand.

Processes were in place to help ensure the provider managed information in line with legal requirements. For example, the provider had policies in place for The Accessible Information standard and the General Data Protection Regulation.

People had mixed experiences on whether they had been asked for their views on their care. The provider asked people to complete a survey once a year however, not all people could recall completing this. Whilst 1 relative told us they had regular reviews where they could feedback, another relative told us they did not have a regular review process. They said, “One of my only criticisms is that there isn’t really a regular review. It would be nice to have more of that. I’ve not really had a chance to express any of my views. Everything ticks over.”

Leaders told people were provided with a copy of the complaints process to follow should they have any need to make a complaint. They said they tried to deal with any issues raised straight away so that people felt things were resolved and they did not need to formally complain. They told us they would look to learn any lessons to make things better and share any learning from when complaints were investigated. Staff told us people were involved in discussions about their care plan and their preferences and wishes were known. Staff spoke about making sure people made their own choices and supported their independence and involved them in their care as much as they could be. Staff told us people could give their feedback and if they wanted to make a complaint then there was a complaints process in place for them to follow.

A complaints policy was in place and any complaints were recorded.

People told us their assessment process helped to identify any equipment they needed to help them. When people had needed to contact the service ‘out of hours’ they told us this had worked well. Where people had accessed emergency care services, they told us staff had attended with them to provide support.

Leaders told us they assessed people’s needs and took steps to meet their needs to ensure they could access services. Staff told us they had completed equality and diversity training. Staff were aware of how equality and diversity issues could prevent access to services and took steps to help prevent this. For example, where people required a translator to help them understand information, this was provided. This helped to promote people’s equal access to services.

Partners told us whilst they were aware some people would prefer alternative call times; the service would try to accommodate people’s preferences wherever possible. Partners found they could contact the service easily and any concerns were raised in a prompt manner allowing them to be resolved. Partners told us if issues arose in the evening or over the weekend staff would use the ‘out of hours’ service to seek advice. These actions help to show the service supported people to access the services they needed.

Processes were in place to help ensure people received access to the services they needed. For example, referrals were made to occupational therapists to help people access any equipment they needed for their mobility.

People felt they were treated fairly.

Staff told us they felt people and staff were treated fairly and did not experience discrimination. Staff said people’s different cultural needs, as well as staffs own cultural needs, were known, understood and supported by the provider. This helped to support equality in people’s experiences and outcomes.

Processes to support equality were in place. For example, staff were trained in equality and diversity.

People told us where any advance decisions were in place, these were known and included in people’s care plans.

Leaders told us any end-of-life needs were assessed and care planned when appropriate. Staff confirmed when they supported people with care towards the end of their life, their advance wishes and preferences were known and included in a care plan.

A policy for supporting a person with their end-of-life care was in place. Staff had been trained in end-of-life care skills.