Trustmark Care

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. This was the first assessment for this service. The key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 management team made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Prior to care being commenced a senior staff member undertook a comprehensive assessment with the person, their relatives and any professionals involved in their care. Assessments were comprehensive and considered all aspects of the person such as life and medical history, current medical, medication and personal care needs. Risk assessments were completed and care plans developed to meet identified needs.

The management team planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. Nationally recognised assessment tools were in use such as for skin integrity and risk of malnutrition. The registered manager and office staff member met with people and relevant professionals to gather important information about health conditions and care needs. External professionals told us the service was open to their suggestions and acted to implement any recommendations.

The management team worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Professionals gave examples of when the service has worked in partnership with them. One professional told us, “They have always kept me up to date and will work with me on any suggestions that are made. They are also willing to listen and change things.” Care staff told us the management team always updated them about any changes affecting people they were supporting.

Systems were in place which supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Care plans contained information about the person’s health, medicines and their wishes or decisions about the level of emergency care they should receive. Care staff confirmed they had received training to meet people’s health needs such as diabetes and the actions they should take if they noted a change in a person’s health.

People’s care and treatment was routinely monitored to continuously improve it. This helped ensure that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. Risk assessments and care plans were regularly reviewed with people, family members and any involved professionals. Where changes were required these were made. Care staff told us they had access to up to date information via the electronic system the provider used.

The management team told people about their rights around consent and respected these when delivering person-centred care and treatment. Where appropriate formal assessment of specific decisions had been made to determine people’s ability to make these decisions. Where necessary best interest decisions were in place. The service recognised people’s rights to make unwise decisions and respected their choices.