- Homecare service
Trustmark Care
Report from 6 December 2024 assessment
Contents
Ratings
Our view of the service
Date of assessment: 17 December 2024 to 3 January 2025. The service is a care at home service providing support to adults of all ages living with dementia, mental health conditions, physical disabilities, learning disabilities or autistic spectrum disorder. People were supported with their personal care needs to enable them to live in their own homes and promote their independence. At the time of the inspection the service supported 25 people with personal care. This included 3 people with a learning disability. We have assessed the service against ‘right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. Staff were generally recruited safely, where a shortfall was identified during our assessment, the provider took immediate action to rectify this. The service had a learning culture and people could raise concerns. People were protected and kept safe. Staff understood and managed risks and medicines well. Staff worked with all agencies involved in people’s care for the best outcomes. They monitored people’s health to support healthy living. Staff made sure people understood their care and treatment to enable them to give informed consent. People were involved in decisions about their care and were treated with kindness and compassion. The service supported staff wellbeing. Staff understood their roles and responsibilities and said they would recommend working for Trustmark Care. The registered manager was actively involved in the day to day running of the service. The provider supported the registered manager and undertook their own quality assurance monitoring to identify areas for improvement.
People's experience of this service
Most people were positive about the quality of the care they or their relative received. Comments included, “I am quite happy. Any problems I speak to the manager and they resolve the issues”, “I feel safe. I am happy with my care” and “I am happy with them”. Some concerns were raised regarding carers arriving late and consistency of carers. These concerns were discussed with the registered manager who was aware of the issues and provided assurances regarding the actions being taken to rectify them. People felt safe and were involved in planning their care. Comments included, “Safe? Oh yes definitely they are lovely. I can’t praise them enough. Mum loves them” and “Yes I have had them for a couple of weeks”. People said they received care from staff who treated them as individuals. Several people described how staff treated them kindly and made sure any personal care was done sensitively, preserving their privacy and dignity. People told us the service was flexible in meeting their needs. One family member told us, “When I was on holiday abroad my relative needed extra care at very short notice. I called the office who arranged for a carer to come in immediately. I have nothing negative to say about the agency.” People felt able to complain or raise issues with office staff.