Trepassey Residential Home

The service was led by a visible and supportive management team who fostered a welcoming, family-centred culture where people, family members and staff felt valued, respected and listened to. Staff embodied the provider's values in their daily practice and were motivated to deliver personalised care that recognised each person's unique preferences, needs and wishes. People were actively encouraged to make decisions about their care and daily routines, with staff taking time to understand what mattered most to them.

People and their family members told us they felt safe and confident in the care provided. Staff demonstrated a good understanding of safeguarding responsibilities and knew how to identify and respond to concerns. They worked collaboratively with healthcare professionals and external agencies to promote people's safety and wellbeing. A positive and open culture was evident throughout the service, with staff feeling empowered to raise concerns, reflect on incidents and learn from experiences to improve practice.

People had timely access to healthcare support when required. Staff worked effectively alongside a range of health and social care professionals to ensure care was coordinated and responsive to individual needs. Care assessments and support plans were thorough and regularly reviewed, ensuring they remained relevant as people's needs changed. Staff responded promptly to any changes in health or wellbeing, helping people achieve positive outcomes, maintain independence and support healthier lifestyles.

Staff consistently upheld people's dignity and privacy while encouraging their involvement in decisions about their care and support. People were supported to engage in meaningful activities and pursue interests that enhanced their wellbeing and quality of life.

Systems were in place to monitor the quality and safety of the service, with audits and governance processes used effectively to identify trends, measure performance and drive continuous improvement.