Trinity Independent Care Ltd

People and family members views about the quality of their care were mixed. Some told us their experience of the care they received could improve, if all staff were able to communicate well, and if they were supported by a consistent team of staff and were informed in advance of the staff who would be providing their care.

Some staff, along with some people and family members said communication could be improved. Staff told us the registered manager was not always available, and some people and their family members experienced delays in their call being answered when they telephoned the office.

People and their family members were aware they had a care plan, and some had been involved in its development and review.

People were supported by staff who had undergone a robust recruitment process. There were sufficient staff to meet people's needs. People and family members spoke of the reliability of the service. People received the support they required with their medicines.

People's needs were assessed and kept under review and reflected all aspects of people's care. People, and family members contributed to the assessment process. People's health care needs were documented, and staff liaised with health care professionals when required. Staff had the required experience, knowledge and training to meet people's needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and family members spoke of the kind and caring approach of staff. People and family members said they were involved in decisions about their care, and that their views were respected by staff. The registered manager and staff had received compliments as to the quality of the care provided, which included comments about the caring approach of staff.

People's care packages were tailored to reflect people's needs and preferences. People were aware of how to raise a concern. Concerns and complaints were managed in line with the provider's policy and included the outcome and any lessons learnt.

The providers systems and processes monitored the quality of the service being provided. People's views and that of family members and staff were sought. Staff were supported through ongoing monitoring, which included supervision and assessment of their competence to provide good quality care. Meetings were held to discuss the ongoing development and improvements required.