Archived: Katherine House

We observed warm and positive interaction between staff and people who use the service during group activities and in the delivery of one to one support.

We spoke to one relative and six members of staff including the home manager. The relative told us that they were very pleased and reassured by the support and care provided. They stated that they had phoned the manager to commend the general practice of 2 night staff they had observed during a recent visit to their relative.

An agency care worker attending their first day at Katherine house told us that they felt welcomed and supported by permanent staff who advised them of the likes and dislikes of the individuals they would be supporting and offering personal care.

We spoke to a visiting district nurse who while pointing out the lack of awareness of catheter care process in an inexperienced and untrained staff member told us that 'the staff were very good'

We experienced and observed a generally clean, tidy and well maintained home whose design and management was focused on meeting the needs of and providing a good quality of life for people who live there.

An experienced and senior member of the care team told us that staff worked to create a 'friendly environment.' A care assistant told us 'I work with a brilliant team'.

All of the people we spoke with and the relatives told us that the staff were kind, helpful and respectful towards people living at the service. One person who needed some assistance with maintaining their personal care told us, "I feel comfortable with the staff, they treat me with kindness and respect."

We found that people had their care planned and delivered in a way which met their diverse and individual needs. We found their health care needs were identified and that they were referred for expert professional assessment and treatment promptly. This meant their health care needs were met well at this service.

There were significant improvements to the premises and equipment at the home and the home was clean, hygienic and effective action was taken to prevent transmissible infections.

We saw that staff were safely recruited and that all of the appropriate checks were undertaken to make sure staff were suitable to work with vulnerable people.

The necessary improvements to the system of auditing and collecting people's feedback had been made and this meant the provider could assess and monitor the quality of care provided.

Complaints were recorded, investigated and resolved.