Trustmark Care

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. This was the first assessment for this service. The key question has been rated good. This meant people felt well-supported and were cared for or treated with dignity and respect.

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.

People were treated with kindness, empathy and compassion and their privacy and dignity were respected. Staff treated colleagues from other organisations with kindness and respect. People and their relatives told us staff were kind, caring and respected their privacy. Comments included, “Caring? Yes they appear to be”, “They are kindness” and. “8/10 are kind and caring”. One professional told us, “Trustmark Care have been excellent with one client in particular; they have built up trust and rapport which has made them feel comfortable to accept much needed care and support.”

People were treated as individuals and their care, support and treatment met their individual needs and preferences. This took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care plans were comprehensive and personalised to people's individual needs. Whilst we were in the service’s office a person phoned to speak with the office staff member. The conversation showed the staff member knew and understood what was important to the person and gave them time to fully share the reason for their call.

The management team promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans identified what people could do and what support they needed. People told us they could decline planned care if they did not want this. For example, a person said, “I had a shower this morning, I can have one when I want and sometimes, I choose to have a wash.”

The management team 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. Care staff were able to appropriately describe the immediate actions they would take if they had concerns that a person was unwell or developing a new health care need. They were confident in the support they received from on call and office staff. An external professional told us,” Trustmark try very hard to work with clients and are flexible and adaptable in their approach. The care provided is in my experience very person centred.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Care staff told us they felt the management team were approachable and supportive. One said, “They are really good. I recently had a personal bereavement and they have been really supportive of it. They check on me and see how I am.” Another staff member said, “They are excellent, very approachable and a couple of times I have made a mistake they have been reasonable about it and given me support.” There were various initiatives to further support staff including regular staff meetings, employee of the month (with financial bonus) and flexibility with shifts to support staff with caring responsibilities.