Cathrolls' UK Limited

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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their relatives told us that they were treated with respect and kindness. People said, “They are kind and courteous” and “They are friendly. They knock the door before they come in.” A relative told us, “Dad’s care is fantastic, he near enough has 1:1, he loves [staff member] to bits. The carers really care. They have a good rapport.” Staff detailed how they treated people with kindness and compassion. A staff member said, “I make sure the door is locked when supporting in the shower, help to get dressed before moving back to the bedroom. It is important to protect dignity and carry out personal care in private. I close curtains and only open them when the person is fully dressed.”

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. People’s care plans which had been reviewed and amended following our assessment site visit showed what people could do for themselves, for example washing their own chest or cleaning their own teeth once toothpaste had been applied to the brush. Staff knew people well. A relative told us, “He’s being looked after well. I am happy.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People lived independently in their own homes. Some people lived with relatives. They were supported to do things that were important to them such as going shopping or medical appointment by their relatives. People told us staff make time to chat with them as part of their care and support which they valued. A staff member told us, “[Person] is aware of everything, he loves to chat and ask questions.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Relatives felt staff knew their loved one well and felt their loved one was happy and safe. A relative said, “They are on the end of the phone if I need to make contact. [Nominated individual] is fine. I have no issues getting in contact with the office.” The management team explained thar sometimes staff supported with additional tasks to support people. For example, food shopping and ordering medicines.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. There was a diverse workforce where staff were treated as individuals. A member of staff said, “They made me very comfortable when I came and made it easier. Thumbs up for them.” Staff were supported through supervision meetings, appraisals and training. The management team told us they had altered a member of staff’s shift times during a religious festival they observed.