Trustmark 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

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this service. This key question has been rated 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. Care plans and discussions with staff and the registered manager showed people were considered as individuals and care was planned around them. Care plans included a high level of individual detail including information about people’s preferences and choices. Information was included about any cultural, social and spiritual needs and how staff should support these to be met.

The management team understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The management team understood how to make appropriate referrals to professionals when required. External professionals told us they were contacted appropriately and suggestions they made were implemented. One told us, “I feel we work well together to support the client, ensuring they are supported in the most appropriate way.” We received mixed views about the continuity of care staff. Some people told us they nearly always had the same care staff and others that they received care from a larger number of different staff. The registered manager said they always tried to ensure continuity of care staff and where possible met people’s individual staff preferences.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans included information about people’s preferred communication methods and any support they may need. For example, one person’s care plan stated the person’s ‘partner will often make decisions for them but with simple short sentences they can do so.’ The service understood how to provide information in appropriate formats for different people.

The management team 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 and family members received a service users guide which included information about how to contact the office or make a complaint should the need arise. A person said, “I have not made a complaint, I would just ring up the office.”

Systems were in place that made sure people could access the care, support and treatment they needed when they needed it. Discussions with the registered manager and office staff showed they understood how to access specialist health or social care support should this be required. Feedback from external professionals confirmed they were contacted appropriately.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and family members were generally positive about the care and support they received. Care plans were detailed and kept under regular review by office staff. This helped identify if there were any additional needs which required action to address. Several people told us about support they received to access community facilities, churches and social groups. This helped people lead a full and active meaningful life.

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. Care plans included information about the extent of emergency medical care they wished to receive. If required Trustmark Care worked with other health and care professionals to care for people as they approached the end of their lives. Where appropriate people were supported to make decisions about their future goals and aspirations. For example, the service was supporting a person to make decisions about a will and to make other important life decisions.