Catto Homecare

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The management team undertook spot checks of all staff, which included ensuring that staff were treating people with dignity and supporting them with their independence. Care plans included requesting staff to support people with their independence. People confirmed staff encouraged them to be as independent as possible. They said, “They say, ‘Do you want to wash here by yourself?’” and “When I get out of bed, they watch me and give me encouragement.” People's care plans included information on how people would like to receive personal care including their likes and dislikes.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider told us they carried out a thorough assessment of people’s needs before they took on a package of care. The provider said, “[Registered manager] goes to the person’s home and talks to the person, with family if appropriate, this is repeated regularly.”

Care plans included information about the person as well as tasks which needed completing. The registered manager said, “There is an ‘about me’ form that is filled in where clients give background information, and how they want their care. Staff can see that on the app.” The registered manager was keen to be inclusive and said, “We ask about partners, and next of kin, we ask "who is important to you?"”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People had control over the support that was provided by care staff. People understood their rights. The registered manager told us they ensured people were able to make choices about their care, including the times they would like staff to visit and the care provided during each visit. The service addressed communication needs during the initial assessment and looked into whether people needed an advocate or an interpreter.

There was clear, person-centred information in people’s care plans. This included their abilities, likes and dislikes. The information guided staff on how to support people in the way they chose to be supported. People and relatives felt staff showed a genuine interest in their well-being and quality of life.

When we asked staff if they would be happy for a member of their family to receive care from the agency, one said, “Absolutely. The manager is very caring, respectful, motivated, and leads by example.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs and acted to minimise any discomfort, concern or distress. People were supported by staff who knew them well and knew how to respond to their needs. One person told us, “I never need to remind them [of anything that needs to be done]. I tell them if the washing machine or dishwasher needs emptying and they are always happy to do it for me.”

The care staff and the senior team were accessible and happy to adapt care plans when people requested changes, ensuring support remained personalised and responsive to their needs. People told us, “They always listen and respond straight away, it’s very friendly.”

The provider cared about and promoted the wellbeing of their staff. Staff were supported and enabled to always deliver person-centred care.

Staff told us they felt the registered manager was supportive and listened to them if they had any concerns or wanted to discuss different ways of working. A member of staff told us, “It is run with efficiency, [Registered manager] takes service users’ care at the centre of itsvalues and treats service users and care workers with dignity and respect at all times. I am proud to be a member of the Catto team.”