Catherine Homecare Ltd

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

People received person-centred care which reflected their needs and choices. There was enough information for people about the service. The agency listened to feedback from people using the service and their relatives. Complaints were managed in a suitable way. People's equality and diversity needs were met.

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.

People told us their needs were met in a personalised way. Relatives explained that people were clean, well-cared for and the service was personalised to reflect individual needs and choices. Some of the comments from people and their relatives included, ''They do extra if needed'', ''They are flexible and can adjust care to reflect what we ask for'', ''[Person] is very happy with their care'' and ''They are well looked after.''

Staff spoke about the people who they cared for and knew them well.

People and their relatives told us the provider supported them to access the community when needed.

We did not receive feedback from staff about this aspect of the service.

We did not receive feedback from external partners.

People’s care plans included information about external professionals and services they needed to and wanted to access.

People using the service and their relatives felt involved and they had good information. Their comments included, ''There is very good communication, and they are very accommodating'' and ''We have access to the notes, they contact us when we need, and they use messages to give us updates.''

Staff told us they discussed people’s care with them and gave them details of who to contact if they needed more information.

People had copies of their care plans, assessments, and information about the service.

People using the service and their relatives felt they were able to speak up and were listened to. They told us they knew how to raise concerns and felt these were well responded to. One person said, ''They listen to me, and we work together.''

The registered manager explained they had systems for asking people for their views. They were in regular contact with people using the service and relatives. They also asked them to complete written surveys about their experiences and held reviews of care where they discussed the service with people.

There was an appropriate complaints procedure. We saw complaints had been investigated, responded to, and learnt from.

One relative described how the agency had supported the person to access a family celebration they would not have been able to access independently. They told us the registered manager had supported the person, staying with them throughout the event to help make sure they had a positive experience alongside their family.

We did not receive feedback from staff regarding this aspect of the service.

We did not receive feedback from external partners.

The provider operated an on-call system where staff, people using the service and relatives could contact them when they needed extra support or in an emergency.

One family member explained that staff did not always understand how to prepare traditional British meals. We discussed this with the registered manager who agreed to look for guidance and see whether they could develop recipe cards and information to help guide the staff. Afterwards, the registered manager explained they had started this work and staff had enjoyed learning about preparing these dishes.

The registered manager told us they supported people to attend places of worship and pray at home when they wanted this.

The registered manager had individual discussions with staff about people's needs and how to ensure staff followed best practice guidance. Care plans included a cultural and spiritual assessment of needs.

We did not discuss this aspect of the service with people or their relatives.

Staff undertook training to understand about providing care and support at the end of people’s likes.

The registered manager discussed and ensured any specific wishes and needs were recorded as part of people’s care plans.