Trustful Hands

What inspectors found

From the Care Quality Commission's assessment published 10 July 2024 (assessment visit 7 May 2024). Quoted under the Open Government Licence.

1. Safe

   GGood Good

   People felt safe receiving care from staff. Staff were aware of their responsibility to safeguard people from avoidable harm and reported any concerns they observed. Care records had been updated and now included detailed risk management plans which informed staff how to support people safely. Staff checked the equipment people used to ensure it was safe and in good working order. Staff supported people as required with their medicines and had improved their processes to ensure safe medicines management. Staff wore personal protection equipment to protect themselves and others from the risks of infection.

   People felt their care workers had the skills and knowledge to support them. Staff completed a range of training courses to ensure their knowledge and skills stayed up to date with best practice.

   Staff adhered to incident reporting procedures and there were processes in place to share learning from any incidents that occurred.

2. Effective

   GGood Good

   People and their relatives were involved in the assessment process, identifying their support needs and how they wished to be supported. People and their relatives felt involved in their care decisions, and staff were aware of the importance of asking people for their consent prior to providing support. Staff had received training on the Mental Capacity Act 2005 and supported people in line with this Act.

3. Caring

   GGood Good

   People were in control of their care and their choices were respected. Staff involved people in their care and supported them in line with their wishes. Staff promoted people’s independence and encouraged them to do as much for themselves as they were able.

4. Responsive

   GGood Good

   People received person centred care that met their needs. There was a clear equality and diversity policy in place which ensured people’s individual differences were respected and promoted. Staff were aware of people’s preferences and ensured people received fair and equal access to care. There was a zero-tolerance approach to discrimination. Staff worked with other healthcare professionals to ensure continuity of care. Staff were aware of people’s communication needs and provided information in a way people could understand.

5. Well-led

   GGood Good

   A registered manager was now in post, and together with their management team was providing clear leadership and management of the service. The staff felt well supported in their role and felt comfortable having open and honest conversations with their manager. The governance framework had improved to ensure it reviewed all areas of service delivery. This included obtaining views from people, relatives and staff about what was working well and areas they felt needed improving. There was a commitment to continue to develop and improve service delivery to ensure people received high quality care that met their needs.