Catchpole Court

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.
This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We observed positive interactions such as some staff knocking on people's doors and waiting for a response before entering and people being offered choices of meals and activities. However, we also saw other staff repeatedly walking into people’s rooms without knocking. Not everyone’s rights to privacy and dignity had been considered. We observed a nurse taking bloods and administering insulin to one person in full view of people in a communal lounge. No attempt was made to gain consent from the person to do this publicly or offer to use screens to protect privacy which were provided for use when needed.

Some people said they felt not all staff spent time with them outside of personal care interventions. One person said, “I wish staff had more time to chat. It can get very lonely stuck in my room.” Another said, “Staff are all very kind, but they do appear rushed at times and focussed on the task and not so much the person in front of them.”
 

People told us staff treated them as individuals, were kind and patient. We observed staff asking people how they were, commenting positively on their appearance and offering them a range of choices. People were supported to celebrate special events including birthdays.
Some people’s bedrooms were personalised whilst others had rooms which appeared bland with very little in the way of personal items, photos and pictures which would reflect their interests and personalities. Including people who were cared for in bed.
People’s needs were assessed as to their likes and dislikes. For example, if people did not like the options on the menu at a particular meal, they were offered an alternative. We observed a choice of drinks were also offered at mealtimes including a glass of wine or beer.
 

People told us they were supported to be as independent as possible. One person said, “They [staff] do encourage you to do things for yourself. I like to wash the areas I can do.”
The provider employed coordinators who planned and facilitated activities. People and their relatives spoke mostly positively about the range of activities provided communally. We observed one activities staff member who knew people well and offered a choice of activities which were clearly enjoyed in communal areas. However, we observed people who spent the majority of time in their rooms, some in bed all day. Care plans did not always describe why these people spent their days in bed. It was also not evident if regular one to one activities were planned and available to avoid people becoming socially isolated. One person told us, “It can get very lonely up here and I would like to go downstairs more often and join in with others. I can ask staff to help me, but I would also like them to offer.”
One person who spent most of their time in their room told us, “Staff don’t often sit and have a chat with you, maybe they are too busy. It can get very boring. I used to be so active but now just sit here hoping someone will come. The days are long.”
A relative told us, “The only activities I am aware of are downstairs. I don’t know if they [staff] come to people’s room to do any activities. If they do, they don’t advertise the fact.”
People were offered choice as to what they ate and drank.
Relatives told us they were free to visit at any time and were made to feel welcome by staff.
 

People gave mixed feedback as to staff response to call bells. One person told us, “Sometimes you have to wait 10 or 15 minutes for staff to arrive.” Another said, “It depends on the time of day how quickly staff respond to your call for help, but they are all very kind.”
During our site visits we observed staff responded to people’s immediate needs being attentive and responding to call bells promptly.
 

Most staff told us they felt supported and listened to. They told us there were processes in place to support their workplace wellbeing and named staff they could go to for guidance and support.
The majority of staff told us they enjoyed working at Catchpole Court and felt empowered to approach the management team with any concerns they had.