Organisational Culture

Inspired and driven with passion to lead, our vision is to be the best of the best and to provide exceptional care, expanding our reach to an extraordinary count of 100 sites. With a heart full of dedication, we aim to redefine the pinnacle of excellence in care, touching lives profoundly and shining as a beacon of hope and inspiration for all.

The Company’s Philosophy of Care aims to provide an outstanding quality of care in a homely environment. We promote an ethos of respect for all people by treating them with dignity and ensuring that peoples’ rights to independence, choice, autonomy, privacy, safety, and security are maintained.

The cornerstone of Trust Care Management Ltd is in establishing and maintaining an ongoing strong relationship between the individuals we serve, relatives, friends, and staff through enhancing empowerment, based upon the creation of a non-institutional regime, which enables individuals to lead a fulfilled life.

This is achieved by supporting people to reach their highest possible potential, physically, socially, emotionally, and spiritually.

Our commitment is to ensure that by working together we can create a rewarding and positive environment for all.

OUR CULTURE

UBUNTU – ‘I am because we all are’. 'I am what I am because of who we all are'.

Our team embodies the essence of our company culture, which is often described as:

A vibrant and enjoyable workplace
Focused on achieving outstanding results.
A supportive work family
An environment that empowers and inspires

We have adopted the African philosophy of Ubuntu, a term that encapsulates fundamental human virtues such as compassion and humanity. It signifies that every individual deserves unconditional respect and dignity, forming the ethical foundation of our company culture.

Ubuntu conveys the message that ‘I am because we all are,’ . ‘I am what I am because of who we all are’ affirming the inherent worth and interconnectedness of every person. This philosophy is underpinned by four core principles, encapsulated in the acronym MIST:

M

Morality: We believe that an organisation’s fullest potential is realised by adhering to its ethical foundation. This is manifested through a deep commitment to a culture of trust.

I

Interdependence: We recognise that addressing global challenges and optimising wealth creation necessitates the collective effort of all stakeholders within the enterprise. Success is achieved through embracing our interdependence.

S

Spirit of Humanity: We acknowledge that all individuals contribute to and benefit from the wealth and progress of society. Working in harmony with one another, in a spirit of service and cooperation, is essential.

T

Totality: We advocate for the inclusive engagement of every team member, championing the freedom to innovate and contribute. This is vital for fostering entrepreneurial communities within our society.

By embracing these principles, we foster a culture that is not only productive but also nurturing and equitable, ensuring that every member of our team feels valued and respected.

CORE VALUES AND BEHAVIOURS

BE OPEN AND TRANSPARENT

Be willing to embrace new things, fresh ideas, and novel experiences. Be open-minded and approach new things with curiosity, helps us ensure that both employee and employer expectations are appropriately set and fulfilled. Demonstrate by what we say and by what we do.

DEMONSTRATE ACCOUNTABILITY

An obligation to make things better, to pursue excellence, and to do things in ways that further the goals of our organisation. Being accountable means that we are answerable for our actions and the actions of our teams. portray a professional image through reliability, consistency and honesty, dress, and act appropriately, deliver work outcomes to agreed quality standards and timescales.

DISPLAY INTEGRITY

Be self-aware, accountable, responsible, and truthful and ensure your actions are internally consistent.

ACT INCLUSIVELY

Build positive working relationships with your colleagues share expertise and demonstrate a willingness to learn from others. Drive performance, productivity, and innovation, through your ability to relate to a diversity of people and perspectives, be open and flexible, and focused!

BE PROUD

Have pride in your work, be motivated to exceed, promote the uniqueness of the company, understand the vision, mission, and philosophy of the company. Recognise the culture of the company, understand that we believe in our differences, and we acknowledge, embrace, and respect them.

SHARE KNOWLEDGE ALWAYS

To empower others is to make yourself more powerful in any position you hold. Sharing Knowledge is one of the greatest acts of charity.

OUR AIM

Our aim is to ensure that the Principles of Good Practice and Care are incorporated in our daily care provision and that we afford the individuals we serve their rights, autonomy, respect, privacy, dignity, choice, independence, fulfilment, and security within an environment where they receive safe, effective, responsive, and compassionate care from the experience of living in a well led service.

Safeguarding from Harm: We commit to protecting individuals from preventable harm, abuse, discrimination, neglect, and the loss of rights by implementing robust policies, thorough staff training, and maintaining a structure of qualified personnel and supportive systems.
Cultivating a Culture of Safety: We foster a culture of diligence, transparency, honesty, and integrity, managing potential risks by complying with health and safety laws and guidelines.
Infection Prevention: We prevent healthcare-associated infections among the individuals we serve, employees, and visitors through solid operational procedures, policy integration, staff education, and regular audits.
Medication Safety: We ensure the safe management and administration of medications through continuous training and the reinforcement of best practices.
Equipment and Staffing: We provide suitable equipment for care and treatment, supported by an adequate number of qualified, trained, experienced, and competent staff in facilities designed to meet the diverse needs of the individuals we serve.
Risk Management: We conduct risk assessments and needs analyses to determine and sustain the necessary staffing levels to meet the individuals we serve needs.
Positive Risk Culture: We promote a positive risk culture and demonstrate this through a thorough audit and review process.
Maintenance of Premises: We keep premises and equipment up to date with statutory requirements and guidance, ensuring recommended organisational checks are performed.
Nutritional Health: We offer nutritional support and guidance to ensure the maintenance of nutritional health for the individuals we serve.
Behaviour Management Training: We train our staff in positive behaviour management techniques for the benefit of the individuals we serve.
Regulatory Compliance: We ensure that the CQC is informed of regulated activities and management actions in compliance with relevant regulations.
Information Accessibility: We increased awareness by providing easily accessible information in appropriate formats, ensuring service users understand the process to follow if abuse occurs.
Learning and Improvement: We are committed to improving our services by learning from adverse events, incidents, errors, near misses, comments, complaints, feedback, suggestions, and expert advice.
Human Rights and Legal Compliance: We uphold the human rights of the individuals we serve and ensure that the Mental Capacity Act (MCA) and Deprivation of Liberty Safeguards (DoLS) are applied correctly to protect their rights.

Compassionate Care: We are dedicated to treating individuals with kindness and compassion, upholding their dignity by meticulously planning care and support around the 12 activities of daily living, and continuously adapting to their needs through a responsive care management approach.
Inclusive Communication: We prioritise involving service users and relevant parties by providing clear information and placing them at the heart of the care planning process through effective communication.
Responsive Feedback: We value the opinions of the individuals we serve, seeking to enhance our services by conducting bi-annual surveys, followed by thorough analysis and action plans for service improvement.
Empowerment in Care: We empower individuals to make informed choices and actively participate in shaping the delivery of services through inclusive care planning, regular reviews, and open consultations.
Respect for Individuality: We encourage and support individuals to voice their unique perspectives, ensuring their choices and rights to privacy, respect, dignity, and independence are always respected.
Advocacy Support: We provide necessary information about advocacy services to our residents and service users, facilitating their access to these services when required.

Personalised Care Delivery: We ensure that individuals receive tailored care, treatment, and support, grounded in the 12 activities of daily living, and actively coordinate with external agencies as needed.
Person-Centered Care Assurance: We provide effective, safe, and person-centered care, tailored to the assessed, reviewed, and unique needs of everyone.
Engagement in Care Philosophy: Our philosophy of care encourages ongoing involvement of the individuals we serve and their significant others in all pertinent decisions, reinforced through regular inclusive reviews and proactive multi-disciplinary team (MDT) collaboration.
Attentive to Individual Preferences: We listen and respond attentively, honouring individual preferences, best interests, and concerns to devise a flexible, evidence-based, and adaptable support and care program.
Information Accessibility: We acknowledge the right of the individuals we serve to easily accessible information, continuously adapting our approach based on their capacity to comprehend such information.
Empowerment and Participation: We empower individuals to make decisions and contribute to the delivery of services, fostering the expression of personal views while upholding their privacy, dignity, and independence.
Accessible Complaints Procedure: We maintain a transparent complaints procedure, readily available in all the individuals personal areas, the Statement of Purpose, and the manager’s office.
Staff Training and Service Audits: We commit to regular staff training and service audits to identify trends, implement systems, and manage risks and complaints promptly.
End of Life Care Involvement: We involve the individuals we serve in end-of-life care planning, ensuring their spiritual needs, rights, and rituals are respected throughout life and in the process of death, seeking multidisciplinary professional advice to provide comfort and support to families during bereavement.

Provision of Person-Centered Care: We commit to delivering effective, safe, and person-centered care that meets the assessed, diverse nutritional and overall needs of individuals, involving them and relevant others in a planned, adaptable, integrated, and evidence-based manner that honours their wishes, aspirations, and well-being.
Value-Based Staff Recruitment: We adhere to a consistent value-based recruitment process to select staff with the necessary qualifications, skills, attitudes, and experience required to provide high-quality personal and nursing care, reflecting their competence, good character, and commitment to safe practice.
Nutritional and Hydration Support: We ensure that all the individuals we serve receive adequate nutrition and hydration that meets their assessed needs, with support tailored to their preferences, and cultural and religious dietary requirements, including the provision of nutritional supplements and parenteral nutrition when prescribed.
Health and Quality of Care: We are dedicated to ensuring that individuals in our care achieve the best possible health outcomes and quality of effective care, linking daily living activities to a person-centered plan developed through a proactive multi-disciplinary team approach.
Healthcare Access and Signposting: We facilitate access to healthcare professionals and services, effectively guiding individuals to maintain good health.
Adaptable Living Environments: We design, adapt, and decorate our premises to cater to the needs of individuals, providing safe and enjoyable environments that respect their need for privacy and collective enjoyment.
Informed Decision-Making: We integrate information sharing to foster independence and informed decision-making regarding consent to care, treatment, and support, as part of the service contract.
Collaborative Care Networks: We promote networking and collaborative partnerships to ensure the delivery of effective care.

We foster a culture that is open, equitable, and transparent, underpinned by transformational leadership and management practices.
Our governance and leadership at all organisational levels adhere to and surpass the CQC’s Fundamental Standards, guided by industry benchmarks such as Skills for Care, the NMC Code of Conduct, and NICE guidelines. Strategic direction from the board and operational planning and execution are bolstered by ongoing investment in workforce development, modern facilities, and innovative equipment to enhance stakeholder value.
As a learning organisation, we are committed to partnership working and service enhancement, maintaining open communication with clear accountability and responsibility.
We ensure our staff are well-qualified and experienced, providing high-quality care, or we offer comprehensive training to prepare them effectively.
The Registered Manager possesses the requisite industry knowledge and expertise to lead and support the workforce, backed by senior management.
Our management team is skilled, reputable, and cultivates a safe practice environment.
We prioritise staff training and support as fundamental to delivering exceptional service quality.
We comply with reporting obligations transparently and credibly, empowering our approach.
Our Statement of Purpose is reviewed annually, with any changes promptly communicated to the CQC.
We engage with the individuals we serve, and their representatives, sharing information effectively to support informed decision-making and consent regarding care, treatment, and support.
We enable individuals to make informed choices and contribute to care delivery, respecting their privacy, preferences, dignity, independence, and autonomy while ensuring safety and security.
The company is dedicated to prudent financial management, ensuring the ongoing provision of safe, effective, and responsive services.
We remain cognisant of legislative requirements and Fundamental Standards to deliver care that is safe, effective, responsive, and compassionate, reflecting a well-led service experience.