Catto Homecare

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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans were written from people’s perspectives and contained information for staff about how people wanted activities to be carried out such as personal care. Care plans included specific information which captured people's needs, interests and life histories.

The provider identified people’s information and communication needs through assessment. This information was documented in peoples care plans ensuring staff were informed and equipped to provide the appropriate support. Staff were aware of the peoples individual needs and told us they felt they had enough information to support the person effectively.

The provider recognised the importance of helping individuals integrate into their communities, offering care that was flexible, supported choice, and ensured continuity.

Care plans included guidance for staff on how to raise concerns regarding individuals risks to their health and wellbeing.

The provider had systems in place to monitor and review people’s care needs and to escalate concerns to external services. The service worked closely with other agencies to continuously improve the quality of care they delivered.

Referrals to external services included enough detail about people’s presenting risks, and outcomes and recommendations from professionals were recorded. Professionals supporting people gave positive feedback about how the service worked with external agencies to help ensure people’s needs were met. When we asked professionals whether the service work in partnership with other agencies, one professional told us, “Yes, Catto Care works alongside ourselves (District nurses) Hospice Care at home / other care agencies to provide the best care for patients as needed.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People told us staff spent time getting to know them and they enjoyed chatting to them. People described staff as good listeners who had taken time to get to know them. Staff were knowledgeable about people’s individual communication needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

At the time of assessment, the service had not received any complaints. There was a clear complaints policy in place and the registered manager was able to explain how complaints were acted on. People and their relatives told us they were aware of how to raise a complaint. One person said, “I’ve never had to complain, but if I needed to, I would ring [Registered manager].”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Regular assessments of individuals' specific needs, ensuring that services are tailored to meet the diverse requirements of people tool place and included a clear process for ensuring that individuals with communication barriers, such as those with hearing or visual impairments, have access to appropriate support, including interpreters and communication aids. Accessible information in a range of formats, including easy read and translated materials, to ensure that people can make informed choices about their care would be made available to people if required. Regular training for staff on diversity and inclusion to ensure that everyone is treated with dignity and respect, and that the services offered are accessible to all was completed.

A healthcare professional told us staff had supported a person to access a planned appointment when their transport arrangements changed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff had received training in equality and diversity and knew how to support people in a way that took account of their abilities and lifestyle choices. Records showed people’s individuality and preferences were celebrated. Policies and procedures underpinned working practices within the service. People’s goals and intended outcomes were detailed and were known to staff.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People’s care plans included information regarding their end of life care wishes which had been discussed with them and relevant others including relatives and professionals. People's end of life wishes were detailed in their care plans if they had wished to discuss this.